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:09/26/2023

  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.

  sept 20 2023 i Have trying to get of hold of these for 2 days **** have not returned my phone or my email they put a lock box on my property illegally now i cannot get a hold of them to remove because the paper are going to be signed on wed for the sale of the house and i have to have the keys.

  Business Response

  Date: 09/26/2023

  Hello - Would you be able to give us the actual property in question?

• Initial Complaint

  Date:09/20/2023

  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.

  A note from Guardian Asset Management was left in our door saying that the property has been determined to be vacant and that the locks will be replaced/plumbing systems winterized. This property is not vacant.

  Business Response

  Date: 09/25/2023

  Hello - we have marked the property as occupied but thank you for reaching out as that is the purpose of the notice. Please call you mortgage holder and make sure that you discuss your loan standing. We are only hired by ********** to manage their default loans. 

• Initial Complaint

  Date:09/18/2023

  Type:Product 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.

  Will not issue a refund check for utility activation. I have purchased this home from hud. I have been calling and sending emails since june 2023. I have been told refund would be sent several times. I have not received one. It takes several calls to even get a response How do I get this refund???!!!

  Business Response

  Date: 09/25/2023

  Hello - Someone from our Utility department will be contacting you and working this issue out with you over the phone. Once resolved we will gladly issue the refund check. 

• Initial Complaint

  Date:08/29/2023

  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.

  Several weeks ago, someone from Guardian Asset Management placed a note on the door of my home stating that my property would have the locks replaced and/or plumbing systems winterized in the next few days. The note also stated that I could call ************ if the property was not vacant or abandoned. I called the number and was unable to speak to anyone. However, I left a detailed message regarding the nature of my call and that the property was not vacant nor abandoned. I called several times thereafter and was unable to speak with anyone. To date, I have not received a response. Today, I received a call from my insurance carrier stating that they received an email that my home was vacant/abandoned. My home is not vacant or abandoned. I've been in constant contact with my mortgage servicer who is aware that my home is not vacant or abandoned. I need Guardian Asset Management representative to send a retraction to my mortgage servicer and insurance company immediately. My home is not on foreclosure either.

  Business Response

  Date: 09/05/2023

  Hello - We have received your calls and we have documented the system and updated your mortgage company. Guardian is hired by the bank to inspect homes due to some sort of payment issue. Please call your bank and make sure all is good as we are not in charge of managing that side of the process. 

• Initial Complaint

  Date:08/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am back and forth between two properties for work. Upon returning to one of my properties I had a note on my door stating that they have taken over the property and no one may enter until the house is listed for sale. To make matters worse they ENTERED my home with my property and valuables in it and replaced my door knobs and dead bolted my doors from the inside!!! I called my mortgage company and they did not send them, my homeowners insurance did not send them, and my county did not send them. They trespassed on MY property and are running some kind of scam. You call their number and they never return phone calls, and if they do answer they provide no information and say they will call you back. If they return, I will be filing charges.

  Business Response

  Date: 08/23/2023

  Hello - we have provided your concerns to your bank who will be in touch with you about this issue. Guardian simply works with the banks to act on their behalf when a borrower is in default. This is not a scam and as stated above your mortgage company will be in touch with you. 

• Initial Complaint

  Date:08/22/2023

  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 Asset Management posted a note that the property I'm living at has been determined to be vacant and abandoned. The property is my mother's house and is for sale. After reading the many reviews I realized that I shouldn't expect a return call from them.The property obviously has people living there. The grass is cut and trimmed every week, there are 5-6 vehicles located on the premises and several pieces of landscaping equipment none of which has any grass growing up around them. There are visible repairs to the siding and roof, lights visible from the front door and laundry hanging from an indoor clothesline visible from the back door. The rep even saw somebody on the property when they took pictures and still deemed it vacant. I've maintained a few vacant properties for clients over the years and there is absolutely nothing about this property to suggest that it is vacant. I suspect this company is soliciting mortgage companies to let them inspect homes and they have a 100% abandoned rate.I await their response, but I feel that I will be hiring a lawyer and contacting my local representative as well as any news outlet that will listen.

  Business Response

  Date: 08/24/2023

  Hello - Thank you for reaching out. We are hired by your mortgage company to inspect the property to confirm that it is indeed occupied. You should have reached something in the mail or even phone call from *** Management Solutions to discuss the current occupancy. Our notice is just placed to do have the occupant call and confirm it is not vacant. This has been marked in our system as occupied BUT i would get in touch with your mortgage company since this is a reverse loan. We can tell you that your suspensions are incorrect and unfortunately when it comes to foreclosures no company is going to be given glowing reviews. At Guardian we work on behalf of the major banks and servicers to provide them visibility on loans that may be in default. As previously stated, we have marked the loan as occupied and have informed the mortgage company of your concerns and plans of future sale.

• Initial Complaint

  Date:08/08/2023

  Type:Product 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 interaction with Guarding Asset Management during a recent HUD house project has been marred by unfortunate events. After being instructed to send a cashier's check for utility activation, it was later determined that winterization prevented this step. Despite being assured of a refund and providing evidence of receipt, the check has not been returned (from April it is now August), and its whereabouts are now unclear. This situation has incurred potential costs for indemnity insurance to recover the funds. Clear communication and prompt issue resolution are essential for maintaining effective relationships in business transactions.

  Business Response

  Date: 08/08/2023

  We will have our utility team reach out to you and either send the check back or rip it up. 

• Initial Complaint

  Date:07/31/2023

  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.

  This accident happened on Saturday, July 29, 2023 at 8:00am. There were no wind advisories or inclement weather. The tree was rotten and unkept by the property management company. As per the directions on the notice that's posted on the house, we've called numerous times to the "emergency phone number", left several messages and have not received a phone call back. We are unable to live in the house under these conditions. The property owner is liable for this damage. We're not going to touch anything because the responsible party needs to collect information for insurance/reimbursement determination.

  Customer Answer

  Date: 08/08/2023

  View original complaint 

  Customer Answer

  Date: 08/15/2023

  What type of accident? A tree from the vacant home (the property that Guardian Asset Management manages) next door to my home fell through the roof of my home destroying parts of my house both inside and outside.

  Was damage done to your property? Part of the roof is damaged, fence, one of the beams that supports the structure of the home, sheetrock in several areas, light fixtures, air conditioning unit, coffee table, and other household items.

  Whose house is photographed? How did that damage occur? The house belongs to me.

  Guardian Asset Management is the company that manages the vacant home that the tree fell from.  The notice on the door gives instructions to call in case of emergency and they and not called me back yet.  I've left several voicemails.

  Feel free to let me know if there are additional questions.

  Business Response

  Date: 08/16/2023

  Hello - after reviewing this loan we have not managed this property for the bank since 2022. We were out there to provide an insurance loss inspection for the current borrower and the bank who owned the loan.  Normally default loans are bought up and sold from investor to investor but i can tell you that ******** was the last servicer to manage this loan. We would suggest calling them to find out if they could point you into the right direction. If the loan is current then unfortunately your issue is with the current owner of the property. We apologize that we couldnt be of further assistance. 

  Customer Answer

  Date: 08/16/2023

  [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: I spoke with ******** at ###-###-#### a they confirmed that they have never serviced a loan for this property.  If they had, the address would populate as "INACTIVE".  In this case, they don't have any record which means they have never serviced a loan for this property.

  Please advise.

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

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guardian Asset Management keeps putting signs on a house that my wife and I inherited through her deceased father. We have paid off the mortgage in full. They also broke the door to put on new locks and a lockbox, which is about a $1000 cost. We have paid off the mortgage but they continue to put signs up on our door which attracts more attention to the house. Why did they need to break our door when it was already locked and they can see that we are renovating the house so it can be rented out? This company is like a cockroach that keeps coming back.

  Business Response

  Date: 07/18/2023

  Hello - can you please provide the full address of the house so that we can help you to resolve this issue? I can tell you that Guardian would have been ordered by the bank to secure the home based on delinquency of the loan. 

  Customer Answer

  Date: 07/18/2023

  [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: ********
  
  The business, Guardian Asset Management, asked for the address of the property in question.  It is ******************************, Manassas, VA ***********  The work order # is ***********.   Signs keep on appearing on our door when we tell them we own the home and are renovating it.  The signs say the property is vacant and gives a phone number to call.  We have called them multiple times but the signs keep appearing back on the door, which draws more attention to the house and possible thieves.  Plus, there is the issue of the damaged back door.  Someone has to pay for that.  
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 07/24/2023

  Good Morning - We are no longer managing this property so we will not be posting any notices.  If you have additional questions you can contact your mortgage company.  

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the executor of my aunt's estate. She passed away in October of 2022. She had a reverse mortgage when she died. Guardian Asset Management went in immediately and replaced all of the locks on the house before we had an opportunity to see if any family member wanted to pay off the loan.
  I was okay with that since my aunt owned money to the HUD lender.
  The problem I have is that they don't communicate with you at all. When I called, it took two weeks to get a call back and the guy was very dismissive.
  Since they changed the locks, I assumed they were taking responsibility for the property. The house is still in my aunt's estate's name. They have not maintained it and now the grass is about 5' tall in a fire prone area. The neighbors are very upset and I still can't get in touch with anyone at Guardian Asset Management.

  Business Response

  Date: 07/12/2023

  Hi ***** - Per our conversation we do not manage the home for HUD anymore. Please contact them to find out who is in charge of managing the property.

  Customer Answer

  Date: 07/21/2023

  [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:

  During the period you were supposedly responsible for my aunt's property, all your company did was change the locks to the house, keeping us from doing any maintenance work. Your company was supposed to maintain the yard, an acre of land, but did nothing. Your inaction cost me $600 last week to have a company cut the five foot tall grass down in a high fire hazard. If your company would have cut the grass at least one time, I would not have had to pay the clean up the grass.
  
  
  Regards,
  
  
  
  ***** ******