Complaints

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:06/20/2024

  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.

  The guardian assets management posted a notification on my door that they were going to change my locks. Come into my house and take over my property. I still live there. My mother still lives there and my girlfriend still lives there. This property is not vacant. They have threatened that they are going to Break into my house change the locks, winterize the house and take a house that is not in foreclosure. I have notified my mortgage company and they stated they have not called anyone. Theyre very threatening and Im calling the police department about this and Im putting trespassing notice against this company

  Business Response

  Date: 06/24/2024

  Hello - Guardian was hired by Loancare to complete an inspection on your property. We have your property marked as occupied in our system so no one will be changing your locks. I would give Loancare a call to discuss any loan information and confirm all is up to date with your mortgage. 

• Initial Complaint

  Date:05/30/2024

  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.

  This was a business allegedly hired by our mortgage company WITHOUT our knowledge. Our home is temporarily vacant while my husband works out of state for Military reasons. This company broke into our home, changed our locks, and placed signs on our window and front door stating they were in management of the home and to call if the home wash actually vacant. We found this out on April 254,2024. We immediately contacted the company which stated our mortgage company wont allow them to give us access to the home. We contacted the mortgage company and they stated they did hire them but they were not instructed to break in or change the locks. Upon gaining entry to our home on our own, I found that our property had been destructed in the form of: trash can emptied onto our mattress in the room. A toilet brush and plunger thrown on mattress as well as multiple different items that we had in our closet and bathroom. They moved many things as well as stole dollar bills from a jar and our lawn mower. They also winterized my home. We live in ******* and the home was not in danger of damage. We did not ask for any of these things to be done and they took it upon themselves to do so. Took all the window coverings off the windows so My home was hot and exposed, showing its temporary vacancy. We covered the windows to protect the home from intruders. We did not receive any notifications of any of this. No correspondence at all. The home is in preforclosure but we have been in contact with the mortgage company and are working to reverse this. Non the less we still have full ownership of the home, it is not up for sale. We were not served with any eviction papers or anything to give any right for them to take over our home.

  Business Response

  Date: 05/30/2024

  Hello,

  Thank you for reaching out. We will send this along to our general counsel and they will be reaching out to you.  

• Initial Complaint

  Date:03/22/2024

  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.

  On 3/21/24 I came home to a note left on my door that Guardian Asset Management LLC left stating my home was vacant/abandoned and my mortgage company hired them to do an inspection. It also stated that they would be back in a few days to change the locks and winterize the home. This is false and my house is indeed occupied and up to date on mortgage payments. I contacted my mortgage company and they said they didn't hire this company nor have they ever heard of them before. This is a scam and illegal!! They have no right to trespass on my property let alone change my locks and enter my home. Guardian better take my information out of their system because if someone comes back onto my property they will be sorry! I have filed a police report with camera footage showing the individuals who trespassed. From looking at all the other complaints about this company it is a joke and they hire outside people to break into your home and steal from you. I have a family living here and I will protect them at all cost! Do not come back onto my property again!

  Business Response

  Date: 04/15/2024

  Hello - would you please send us the address in question so that we may help you?
  

• Initial Complaint

  Date:12/13/2023

  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.

  My children and I arrived home to find a notice from this company on my gate. The property is definitely not abandoned or vacant. It still has livestock and other animals on it and human occupant and activity. It suffered fire damage and the main structure is not habitable ant the moment, but its a large property. It is under contract due to divorce.. I’ve left messages for return calls to no avail. My exhusband who is the co-owner has verified that the mortgage company did not send them. My home has been vandalized and stolen from. The mortgage company has a large escrow account that is maintaining the payments. Since I haven't been able to reach the company, and I see so many horror stories I am putting this here and taking the property cameras to the sherriff for review to see who was there and removing my children's things

  Business Response

  Date: 12/18/2023

  Hello - We leave those notices up so that you are able to get in contact with us to explain that it is not vacant. With a partially burnt down structure we can probably agree that it was an educated decision to mark the property as such. In addition, we will also research as to why no one returned your calls as that should not be happening. ********** most certainly knows who we are as we are under the same umbrella, however their customer service lines aren't informed of what their property preservation department does each day. I can tell you that we would not have been ordered to inspection unless the mortgage was in some default status. We have informed the team to mark the property as occupied as all we did was complete an inspection and nothing else.

  Business Response

  Date: 01/04/2024

  Hello - We did receive your call and noted the system and the bank. Guardian is ordered to complete services on behalf of **********. Any questions please reach out to them. 

• Initial Complaint

  Date:12/07/2023

  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.

  I am the new home owner of ****************************, Ocean Springs MS and I received a notice that my property is abandoned and vacant. Notice also states that the locks will be replaced. This is illegal and my mortgage company did not hire Guardian Asset Management. They need to remove my address to whatever list they have.

  Business Response

  Date: 12/08/2023

  Hello - we were ordered by ********** to complete an inspection at this property and the purpose of the notice is to do exactly what you did by letting us know. We will give your information to ********** and not inspect. 

  Customer Answer

  Date: 12/13/2023

  [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:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lost our home in the flooding in fort lauderdale in April of 2023.Our mortgage company has contracted with guardian to do the inspections for the progress reports on the reconstruction. These inspections are required for release of funds to do the property construction. The inspectors keep lying to the mortgage company and under estimating the work that was completed. In early November they came to inspect and reported we were living in the house and had removed all of the previous work setting the completed work percentage to 0% when it was set at 60% in August. The mortgage company sent guardian back a 2nd time November 17. They reported that no work had been done even though significantly more work was completed and reported only 60% completion a 2nd time. This company is blocking us from returning to our home by intentionally reporting false information to the mortgage company. They do not answer thier phone or return messages left. I do not want the same inspector coming to the house. He will only take pictures and ignores explaination of work that has been completed.

  Business Response

  Date: 12/08/2023

  Hello - We are hired to report what we see. From the report it doesn't show nothing was being reported as done and also certain areas were reported as being fully completed. Guardian is required to simply report what has been done and what still needs to be done. Someone from our team will call you to review the report and adjust anything that needs to be adjusted. Please know that we are not trying to keep you from getting back into your house and only reporting back in progress repairs at your property. 

• Initial Complaint

  Date:11/28/2023

  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.

  On 11/21/2023 Guardian Asset Management or it's agent broke into my deceased mother's home unlawfully and posted a notice on the door that the property was now under their control. This home is not in foreclosure as of this writing and has not been abandoned. I have contacted the mortgage servicer to advise them I am the Administrator of the Estate and will be filing criminal charges for breaking and entering, forced entry and for anything that may have been stolen or damaged during their entry into the house. They have been advised they may take possession of the home once all foreclosure proceedings have been completed.

  Business Response

  Date: 11/29/2023

  Hello -  Unfortunately, we have no information about the status of you loan and act on behalf of *** ********** *********. Please reach out to *** ********** ********* to discuss your loan standing. The number are listed below. 
  
  RMS
  CS ###-###-#### and ###-###-#### and ###-###-####

  Customer Answer

  Date: 11/30/2023

  Access to the home was taken today and upon entry it was discovered many items were missing including but not limited to several musical instruments, my mother's jewelry box, and several photographs of my grandfather from the 1930s, The house had been ransacked. The contractor you've paid to do your work is a bunch of thieves and criminals. 

  Customer Answer

  Date: 12/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  They broke in again and once again ransacked the place. My mother's $3500 ****** piano has one of the legs broken off of it. Many items damaged and missing. HUGE hole in the ceiling where someone went up in the attic and apparently walked on the drywall and fell through. 
  
  
  
  Regards,
  
  
  
  ********* ******

  Customer Answer

  Date: 12/18/2023

  More photographs of the damage done by this contractor.

• Initial Complaint

  Date:10/10/2023

  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.

  They took possession of my property claiming they have done work, which they did not.

  Business Response

  Date: 10/10/2023

  Hello - We were instructed by *** Management Solutions to secure the property on their behalf. Guardian does not steal or do anything unlawful but work with the mortgage company to make sure the have possession of a loan that is delinquent. Guardian does not discuss or know your loan status so please contact *** Management Solutions at ************ or ************ or ************.

  Customer Answer

  Date: 10/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because my house has no mortgage. The house was purchased in cash last march and no bank is involved. I am not seeking any legal matter as of now, but their answer is incorrect. 

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

  Customer Answer

  Date: 10/11/2023

  The house was purchased on this action and paid cash. You can call *************************** at ************** and corroborate my version. The house is located at ********************, Binghamton. The house was purchased by ********. 

  Business Response

  Date: 10/17/2023

  *** Management Solutions should be in touch with you shortly. We only manage the loan on their behalf.

• Initial Complaint

  Date:10/02/2023

  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.

  Hello,There is a company called Guardian asset management. They used to manage the property I bought in August. The property address: ****************************************************************************Since then I had called them and told them the owner has changed and not harrass me or trespass on my property with notices against the previous owner. They didn't heed to my request. They have poor reputation with similar stalking and criminal trespassing incidents caught on camera by other owners. The notices they leave( for the previous owner) , impacts the sale of my property. Guardian asset management: ************************************************************************** Regards,************ *****.I have attached some reports online of their criminal stalking and trespassing behavior, recorded by others. This company is bogus and I have a complaint lodged with FTC and local police to close down these frauds.What's on their notice is a lie. I am the only legal owner of this property which was purchased on Aug 22, 2023. What they are mentioning here is probably their dealing with the previous owner.( who sadly passed away, couple of years ago) The person that likely trespassed my property is *******************, part of guardian asset management, who lives locally.

  Business Response

  Date: 10/03/2023

  Hello - We looked into the property and have attempted to respond to you via phone but you insisted on no return calls. The home you may have purchased is a HUD HECM mortgage home and needs to be discussed with them. Our team has updated them as well so i am sure they will be in contact with you. We can tell you that regardless of reviews or claims made by yourself or others we are hired to inspect properties in default on behalf of banks and servicers. Thank you for reaching out and this should all be resolved once we hear from the government. 

  Customer Answer

  Date: 10/04/2023

  I am not aware of anything previous owners may have done. It has nothing concerning with me or my property I have.

  If it is regarding previous owners business, that has been taken care already,  This particular company has no rights to harrass new owners, based on assumptions rather than facts. 

• Initial Complaint

  Date:09/29/2023

  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 was doing some work in my foyer of my building that is impeccably maintained and kept when a car pulled up in front of my home that i live. After finishing i closed the front door to go upstairs to my home. I came back down to a notice from a guardian rep. Saying they believe my home was abandoned and not owner occupied. The representative saw me in my home and placed a notice on my door after he had seen me. Anyone could take a glance at my home and instantly know the house is not abandoned. Its most likely a top 1% in my neighborhood. When calling the number they provided no one answers the phone and after three calls to them no one has returned my calls. Its apparent this company operates with very little integrity and is more interested in mis placing people from their homes then giving an accurate assessment of the situation at hand. I spoke with my mortgage company and they said they would file a complaint against them and would handle the situation. The notice threatened to change my locks and have the water shut off in an attempt to take my home. This company is clearly shady and their reps have zero integrity!!

  Business Response

  Date: 10/03/2023

  Hello - We can tell you that we are not a scam nor would we inspect your property without being told to by the mortgage company. If our inspector did see you and still marked it vacant then we will speak with the directly. With notices all of the windows and electrical cords running through windows into the house it would seem to be a sign of a squatter. The property has been marked occupied and has been reported as such back to the mortgage company.