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:02/14/2023

  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.

  Guardian Asset Management (GAM) was managing a HUD property we purchased. During the purchasing process, GAM required $150 along with their "Utility Activation Request" form in order for us to turn on the utilities to properly inspect the house. To satisfy this requirement, a money order was purchased on 12/13/2022. We never received this authorization from GAM despite them cashing our money order on 12/30/2022. We continued to purchase the home and closed on 1/20/2023. On GAM's "Utility Activation Request" form, it clearly states, "The unused portion of the $150 Deposit will be refunded to the purchaser." We have not received this FULL refund despite our realtor attempting to contact them numerous times. I say FULL refund because they never gave us authorization to turn on the utilities for an inspection and therefore have no basis to keep any of our money.

  Business Response

  Date: 02/16/2023

  Hello- we can definitely issue you the refund. Once the check is cut we will inform you of the date it was mailed. 

  Customer Answer

  Date: 02/20/2023

  [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,
  
  *******************************
  
  

  Customer Answer

  Date: 03/09/2023

  We have received a few sketchy emails requesting information from us by someone supposedly representing Guardian Asset Management. These emails are sketchy because the English and grammar are not normal and it is difficult for us to have a complete understanding of what they want. The last one was dated Feb 23^rd. However, despite providing our name and address and this person saying she will pass this info to the accounting department, we have yet to receive our refund. Therefore, we ask that you reopen this complaint and again reach out to Guardian Asset Management as they have not resolved the dispute to our satisfaction, or as they agreed to do so. If we do not receive these funds soon, besides continuing to pursue the matter with you, the BBB, we feel we may need to contact the Levittown, PA police department and the PA attorney general.

   

   

  Below is the email communication we have received:

   

  I will have accounting change the address asap

   

   

  Jaimie P****** Guardian Asset Management One Oxford Valley 2300 East Lincoln Highway Suite 700 Langhorne, PA 19047 Ph:************ FAX: ************ j**************************** ************************

  Notice - The information and attachment(s) contained in this communication are intended for the addressee only, and may be confidential and/or legally privileged. If you have received this communication in error, please contact the sender immediately, and delete this communication from any computer or network system. Any interception, review, printing, copying, re-transmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is strictly prohibited by law and may subject them to criminal or civil liability. Guardian Asset Management shall not be liable for the improper and/or incomplete transmission of the information contained in this communication or for any delay in its receipt.

   

   

   

  From: ****** ********* <*******************>
  Sent: Thursday, February 23, 2023 3:50 PM
  To: Jamie P****** <********@guardianassetmgt.com>
  Subject: RE: ********** refund

   

  '

  This is an external email from an untrusted domain'.

  Hi ******,

   

  Please send the refund as soon as possible  to:

   

  ****** *********

  ***** ***** **** **, Pearland, TX, *****

   

  Sincerely,

  ****** *********

   

  From: Jamie P****** <********@guardianassetmgt.com>
  Date: February 22, 2023 at 3:20:12 PM CST
  To: *******************
  Subject: ********** refund

  Hello,

  Please provide us the correct name and address to where we can send your refund.  I apologize for the delay in getting this back to you as we did not receive notice that this closed with the updated refund information. Once you provide me the name and correct address I will have accounting send this over knighted to you.

   

   

  Jaimie P****** Guardian Asset Management One Oxford Valley 2300 East Lincoln Highway Suite 700 Langhorne, PA 19047 Ph:###-###-#### FAX: ###-###-#### ********@guardianassetmgt.com ************************

  
  

  Business Response

  Date: 03/09/2023

  You should have the check by now. It was sent on 2-23.

  Customer Answer

  Date: 03/09/2023

  [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: We have not received anything from this business. They need to verify in writing the address they sent it too and to whom they sent it too. 
  
  
  Regards,
  
  
  
  ****** *********
  

  Customer Answer

  Date: 03/14/2023

  BBB,

   

  The company in question finally sent a refund check. Thank you for your efforts on our behalf. Please close the complaint at this time.

   

  Sincerely,

  ****** *********

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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.

  At the conclusion of my divorce, we were ordered to sell our home. The property was listed and went under contract on November 1, 2021 with a 30 day close. I had to move out of the marital home and relocate per the terms of our contract and did so. There have been several delays with the sale of the home (on the buyers part) and the contract is set to close in the next 7 days. I have spoken with our mortgage company and they have been aware of all the information with regard to the sale. To be clear- my mortgage is NOT in Foreclosure. I am in default two payments but again, have been working with my mortgage lender regarding this. I went to check in the home (because it is not abandoned and we are set to close within the week) and found a notice on my door stating they would be changing the locks and winterizing the home. I again called the mortgage company and was told the loan IS NOT in foreclosure and they would much rather the home be sold, as is under contract, than have to go to foreclosure. This company seems like a fraud and I will be contacting the local police to ensure my property and (100k in equity) is protected until the close.

  Business Response

  Date: 01/18/2023

  Hi ****** - We are contracted by ********** to inspection homes that are in default. Two missed payments will trigger an action on their side regardless of any work out with the bank. We are not in charge of the loan and are not in charge of making up what steps the bank takes with its loans. Our company is instructed to leave these approved notices to get a response from the borrower once they arrive back home. I can assure you we are not a fraudulent company regardless of what people who have similar situations may choose to write about online. I can see we have spoken with the realtor so nothing will happen in regards to doing winterizations or securing's. We have escalated this loan to Shellpoint's management and someone should be in contact with you from the bank to discuss anything further about your loan. 

  Customer Answer

  Date: 01/20/2023

  [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. I have spoken with my mortgage company, as I had prior to the company's arrival to my property and was told that they would be informed NOT to perform any "maintenance" or changing the locks of my home that was sold. The home has been sold and the loan paid in full. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/15/2022

  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.

  Someone claiming to be sent to my house to inspect if it was vacant showed up at my doorstep today claiming my mortgage company requested them to see if the house is occupied. I do not have a mortgage company. I believe this to be a scam, and do not want to have any further contact from this company. If another representative shows up, police will be called immediately and charges for trespassing will be pressed. I want to know from a representative of this company that they have removed my information. Legal action will be taken.

  Business Response

  Date: 12/27/2022

  Hello - Thank you for confirming the home is not vacant. We are hired to inspect when a loan is delinquent on behalf of ********/********. Please be sure to call your bank and if payment was made no further inspections would be done. We have documented the loan and informed the bank as well of the occupancy. 

  Customer Answer

  Date: 12/29/2022

  [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:
  
  Once again, I do not have a mortgage company nor do I have a traditional loan. I’ve already spoken with the person in charge of the financial information and confirmed that there are no issues with my account nor did he send anyone to my house. I demand to know what company you think has a loan for my house. Again; if anyone shows back up from your company, I will be pressing charges for trespassing and I will contact my legal representatives to proceed with criminal filings.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 12/30/2022

  Hello - we have reached out to the bank for more information as they do not have you listed as the borrower on this loan. I have provided Lakeview your contact information so that they may get in touch with you about your loan status. 

• Initial Complaint

  Date:12/01/2022

  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 purchased a house that this company was managing. When i closed on the property I received the code to the lock box. 2 days later I went to my property to find no lock box, I had to pay a lock smith to get in then pay to get locks changed. After accessing my property, I noticed my water heater is missing. This heater was there at the time of purchase. I contact the company no one is returning my calls. My agent and I are calling the title company, bank and the preservation company. We were told by the bank that Guardian Asset did an inspection on the day that I closed. I asked why? There was no reason for an inspection if I closed on the property. My agent was told by Guardian asset that they took pictures on the day they did inspection, and the heater was there. That doesn't explain where the lock box went to. I 've been calling they've been giving me the run around. Now I know for sure after reading all of these complaints they stole my water heater. That property was on the market for months and nothing and then all of a sudden, my heater is missing, and the lock box is gone. No one calls you back, there is a young lady who answers, and she gives you no information. I filed a police report. I paid cash for that property over the asking price, I should have gotten everything that was in it when I looked at it before placing a bid. I also put a complaint in on the bank since no one is trying to resolve this issue.

  Business Response

  Date: 12/15/2022

  Hello - could you please provide the address in question? ************** is not a property in our system. Once received we can gladly help you with your compliant. 

  Customer Answer

  Date: 12/29/2022

  Hi,

  The property in question is ******************************, Philadelphia PA 

  Business Response

  Date: 01/03/2023

  We were instructed by ***** to maintain this property while on the market. They did ask us to change the lock box but then that was quickly asked not to be completed. Can you tell us when you noticed the hot water heater missing? We are trying to pinpoint what may have happened. 

• Initial Complaint

  Date:10/18/2022

  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.

  Someone from this company trespassed on my property and left a message for me to call them within seven days because they had determined my property is abandoned. I own my property outright and there are no trespassing signs on my property. They literally committed a crime. I have never done any business with or contacted this company. They are preying on people and committing crimes.

  Business Response

  Date: 10/21/2022

  Hello - can you please send us the address you are referring to? We cannot find the property you have provided BUT we would have left a notice for you to call in to make sure it was occupied. These inspections are ordered by your mortgage company due to late or none payment. 

• Initial Complaint

  Date:09/16/2022

  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 left on our property that is currently in probate and up for sale. We are working on this property and there every single day. This is a shady and ridiculous business to do something like this.

  Business Response

  Date: 10/05/2022

  Hello - we were asked to inspect the home on behalf of *******************. Moving forward this would not happen and we will notify them to contact you about the loan. 

• Initial Complaint

  Date:09/06/2022

  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.

  My property at *************************************, Lynn, MA ********* is OCCUPIED!...Today 9/6/22, I received an embarrassing a notice posted on a window of my property stating that my property is Vacant/Abandoned. I called the company and informed, a rep name Katelyn. She placed me on, and eventually the call dropped. I called back several times with no success in reaching anyone. A female had visited my home/property on Saturday 9/3/2022. She was also informed the property was OCCUPIED! I left the company a voice message and I also sent an email. Now I'm filing this complaint. I own my home mortgage free and clear! I want this company to cease and desist from posting all communications and fraudulent postings on my property, my home. My property is OCCUPIED! Thank You for your assistant.

  Business Response

  Date: 09/12/2022

  We have explained to *** that this home is not vacant which is the reason for the posting. Please contact to work out any details with your loan. 

  Business Response

  Date: 10/21/2022

  No scam at all. Yes, it refers to *****/***. If you were late on a payment or missed a payment please contact them.

  Customer Answer

  Date: 10/24/2022

  [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. However, there are no payments due or past due. Thank You!
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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 does not answer calls, does not return repeated voice mails from myself, the real estate agent or the mortgage company. Guardian Asset Management has not provided a detailed list of alleged services/labor completed, as requested. Guardian Asset Management entered my home, changed the locks and billed in excess of $24,000.00 for "property preservation". The home was not in foreclosure and they were not authorized by the mortgage company or myself to enter the home. The home was being monitored and the yard maintained by my neighbor and my family, after the passing of my husband. When approached by my neighbor these people said the "bank owns the home". I promptly reached out to the mortgage company and was informed " while the mortgage is delinquent, there is no impending foreclosure and the companys only authorization was to drive down the driveway and photograph the exterior of the home".

  Business Response

  Date: 09/12/2022

  Hello - Guardian only manages homes on behalf of the **** We do not know anything about the specific loan or any information about payment. Our job is to preserve the property when the home is in a delinquent status until it becomes fully foreclosed. *** has more information about services performed and clearly approved said services to be completed if they are providing you with a list. Any payoff amounts have to be discussed with *** who will then come to Guardian to discuss in further detail.