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 78 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromJamie S
Date: 07/18/2023
1 starThey are horrible. I was a single mom of 3 kids, and I signed up for them, and I wanted the 36-month contract, and the contractor showed up really late, and they didn't email me the contract. So he had me sign it on his little phone. After a couple of weeks, I pulled up the contract and realized he did it for 60 months! I called to tell them what happened and they said too bad, and they won't change it. I moved 2 years later, and I'm not in the service area, and the people that purchased my house didn't want to use them. Smart people! So I have to keep paying the monthly amount. Then any time there is a problem with my card that is on auto-pay, it won't let me pay that one because I can never get my online account to work no matter how many times I call! They will not work with me at all. All they will do is say you can pay it all upfront with no discount. I can't change to a cheaper package since they are not doing a thing!! They are just taking money for nothing from a single mom working 3 jobs! NEVER USE THEM
Guardian Protection
Date: 07/31/2023
Hi *****,Were sorry to hear you moved to an area where Guardian cannot provide service. While your system was sold and installed by *****************, LLC, an authorized dealer of Guardian, Guardian manages the relocation of services. Guardian is a customer-centric organization and tries to provide alternatives to paying an Early Termination Fee when our customers move. However, Guardian cannot guarantee these options are always available. Like many other businesses, service areas may change from time to time and stores/branches may close. It is for this reason there are no terms in Guardians agreements, or those of our authorized dealers, regarding the relocation of services to a new property or the ability to release a customer from their agreement if the new owner would subscribe to Guardian for the monitoring of the existing security system. The 60-month Monitoring Agreement enabled you to receive an installation with no upfront charges to you, and therefore it must be fully satisfied.********************Review fromMary B
Date: 06/25/2023
4 starsThey took the pizza away. Was in the shower and call out the window. They didnt know who paid for itGuardian Protection
Date: 06/28/2023
Hi ****,So sorry! As you know the good people in our monitoring center wanted to treat you to a pizza as a way to help out during your smoke alarm incident. I understand that our supervisor has spoken to you about getting a second pizza delivered but you respectfully declined while expressing your appreciation. Know that we appreciate YOU, **** and that we are always here for you! Thanks for choosing Guardian Protection. Life is better when it's safe!**************************** Satisfaction AdvocateReview fromJulian K
Date: 06/16/2023
2 starsI have been with Guardian for many years. I recently received a notice from them on their website that said, ************ You are eligible for a $250 credit toward new equipment. Congratulations, being a long-time customer comes with some perks! As a token of our appreciation, you qualify for a credit to use towards new equipment." I was pleased to see this since I had just ordered some additional equipment. When I attempted to secure the credit I was transferred to the ********************* They explained to me that I would get the credit only if I signed up for an additional 5 years of monitoring service which they said would cost approximately $31 per month, $6 per month more than I am currently paying. So much for being eligible and so much for their token of appreciation.Even though I had already earned the credit, I would have to guarantee the company another $1860 over a 5-year period to receive a $250 credit for equipment. As a token of my appreciation for their false recognition and false generosity, I'll probably drop their service and find a company that treats their long-time customers with honesty and respect.Guardian Protection
Date: 06/21/2023
Hi ******,I am sorry for the frustration. I understand you have spoken to our loyalty liaison and that she had your account reviewed. ******************** works hard to bring its customers consistently reliable service and very affordable monthly fees for its long-term customers, even as its internal costs (like those of other companies) increase. Guardian is honored to have been able to service you for many years and to be able to continue to accommodate your security needs. Please contact the Loyalty Liaison if/when you would like to make any changes. Sincerely,**************************** Satisfaction AdvocateReview fromDimitra G
Date: 06/07/2023
5 starsI cant express my gratitude towards guardian protection, they called within seconds for my fire alarm no emergency just burnt some oil and on top of it all they delivered a free pizza including tip!! I will be recommending them to all of my friends / employees. Thank youGuardian Protection
Date: 06/15/2023
Hi *******,Happy we could help in this situation. We are here for you! Thank you for choosing Guardian. Life is better when its safe!********************Review fromNancy L
Date: 06/06/2023
5 starsAwesome install! ***, my installer was fantastic! Did a great job, extremely helpful and knowledgeable! Explained everything and super friendly! Everything very professionally done.Guardian Protection
Date: 06/15/2023
Hi *****,Welcome to the Guardian family. Thank you for taking the time to let us know that our professional technician was super friendly and expert in the recent installation of your new smart home security system. Customer satisfaction is important to ********************** and we appreciate that you have entrusted your security to **. I will be sure and share your comments with **************'s supervisor! Thank you!********************Customer Satisfaction AdvocateReview fromRonald H
Date: 05/20/2023
1 starI would not recommend guardian. We found out after a year they forgot to install all 7 of our ground level windows sensors. We had gone a year without this protection despite having paid for it. In addition, the box they installed to house cat 6 cables, wifi, network switch, etc was entirely too small and installed terribly with screws bent. Complete hack job.Guardian Protection
Date: 05/31/2023
HI **** Our supervisor informed me today that he was able to fully resolve this issue to your satisfaction. I was happy to hear this and hope that you will be able to update your review.
Sincerely,
Mary Lynn M.
Customer Satisfaction AdvocateReview fromSamip A
Date: 05/18/2023
1 starI bought a house where Guardian was already installed. I called and started the service but without letting me know they locked me in the 36 months contract. I have so many windows sensor problem which I cant fix and they say if technician comes in my house they will charge $75 plus their labor charges separately which is going to be very expensive. Is there any way to cancel their service?? Is their any place i can make this complain? Please never ever use their serviceGuardian Protection
Date: 05/19/2023
Hi *****,I am sorry for the frustration. The call recording at the time of your system purchase indicates a clear understanding of the rate and term of the agreement. Your window sensor issue has been escalated to our Care team. Please expect a callback within 24 to 72 hours. I appreciate your patience.**************************** Satisfaction AdvocateGuardian Protection
Date: 05/22/2023
Hi *****, I am following up. Our customer care supervisor informed me that she negotiated a credit for you with which you were satisfied and that our tech is scheduled to provide service to your home on May 25. Happy to hear that all is resolved. Have a great day, ***************************** Satisfaction AdvocateGuardian Protection
Date: 05/22/2023
Hi *****, I am following up. Our customer care supervisor informed me that she negotiated a credit for you with which you were satisfied and that our tech is scheduled to provide service to your home on May 25. Happy to hear that all is resolved. Have a great day, ***************************** Satisfaction AdvocateReview fromLee S
Date: 05/13/2023
1 starI have been a long time Guardian Protection customer. I have the service at my home (replaced ADT) and had it at a beach house. I went to get it for my business. What a mess. The person we dealt with said we had no credit even though we have approved credit with all of our vendors (including other utility services). Each time they said they checked, the rep sent back the wrong company name and addresses. We resent the correct information they repeatedly sent back the wrong info and said we had no credit. I have a credit service for my businesses that tells me when our credit is checked or when there is an event impacting our credit score. Not once were we notified via the service that Guardian ran our credit.We were told by Guardian we would have "to pay the entire installation cost up front and the first year of monitoring." Unreal. Or I could add it to my personal account and credit. Not only am I going elsewhere for my business security but I am now considering changing my home security as well.Guardian Protection
Date: 05/17/2023
*********,I am sorry for the frustration. We have been honored to serve you as a satisfied residential customer of ********************** for a number of years and hoped to provide the same peace of mind to you in securing your business. Like all businesses, Guardian has established credit requirements that help to ensure our company remains financially sound and capable of providing quality security service to all of our customers. Consistent with this best practice, all credit reports pulled for prospective customers are documented. Guardian encourages you to reach out to Equifax if you believe your information may be incorrect. Based on the credit information reported to ** in this instance, Guardian made an effort to offer you a few options -- requesting a minimal deposit or a personal guaranty in order to provide your business with security; however, you chose to decline these options. Please feel free to reach out to our sales representative if you have any questions or if we can be of further assistance to you.Sincerely,********************Customer Satisfaction AdvocateReview fromSally H
Date: 04/19/2023
1 starI would never recommend Guardian. When the system was installed, the tech that installed it left with the system still broken, guardian never came back to fix their products. The product continued to not work, called multiple times and was told we had to pay more for them to come out and fix their own products. Camera barely works if it works at all, sensors go in and out, app barely works. When we called them, two separate times in the matter of hours on the same day, we were hung up on and no one at the company ever called back or reached out to see if the problem was resolved. When we called to cancel, the customer service rep tried to tell us we needed a new router, but we ran a test while on the phone and got more than amazing upload and download speeds. Again, I would never recommend this company I do not feel like they handle customer service, tech support or the safety of their clients well. Guardian please do not call me to try to fix this unless you want to reimburse the cancellation fee for your horrible job as a company.Guardian Protection
Date: 04/21/2023
Hi *****,I am sorry for your frustration. Customer satisfaction is important to us. I have reviewed your account and it appears that our representative was attempting to transfer you to a higher level of assistance and the transfer was not properly completed. The rep was unaware of such, and this is the reason you did not receive a callback. I sincerely apologize. I see that you spoke to us again on April 19 and we offered to send a technician to your home at no charge, however you declined our offer. You requested cancellation which we have since processed. We wish you the best. Sincerely,**************************** Satisfaction AdvocateReview fromJeffrey A
Date: 04/08/2023
1 starWaste of money they false advertised the functions and capabilities of there system. There system only works 70% of the time and to have them come out to troubleshoot is scam. They charge ridiculous service fees for a faulty system im already paying monthly for. I have had it for over 2 years and have never been satisfied with it.Guardian Protection
Date: 04/28/2023
Hi *******,I am sorry for the difficulty. I understand that our loyalty liaison spoke to you on April 12 and April ************************************** a good faith effort to resolve the issue, Guardian has offered to replace your existing doorbell at a greatly discounted price with no change to your contract term or monthly monitoring fee. This also includes professional, onsite installation by a Guardian technician. I understand that an addendum was sent to you to sign on April 19 and again on April 25 and that as of today, April 28, we are just waiting for you to return it so that a date for doorbell replacement can be scheduled. We look forward to hearing from you soon.Sincerely,**************************** 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.