Business Profile

Security Systems

Guardian Protection

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
The BBB of Western Pennsylvania processes complaints for all of Guardian Protection from throughout the United States since the company is headquartered in the Western Pennsylvania service area.

Complaints

This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

158 total complaints in the last 3 years.
47 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/21/2025
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.
Business Name: Guardian Protection Services Location: ***************************************** Complaint Summary (Brief):Being charged for a non-functioning security system and asked to pay for repairs on equipment Guardian installed. Refused to cancel.Detailed Complaint:I had a security system installed by Guardian Protection (via ***************************) about 2.5 years ago. Recently, the main panel failed, leaving the system non-functional and unable to provide monitoring.Guardian continues to charge me $43/month for monitoring, even though the system doesnt work. When I called for help, they said I must pay $75 for a technician to repair the panel equipment they installed and which is required to provide service.When I asked to cancel the contract, they said I was still under contract and that if I stopped paying, they would send my account to collections. I feel trapped and unfairly penalized for their equipment failure. I am being charged for a service they are not currently providing and threatened with penalties if I cancel.I also reviewed the contract they provided, which contains vague and one-sided terms that favor the company including penalties for early termination, regardless of service performance. The contract structure and enforcement feel predatory and unfair to customers who are receiving no service.Resolution Requested:******** or Replace the system which they installed at no cost.2.Refund monitoring fees for the period without service.3.Cancel the contract without penalty if Guardian refuses to fix the system at no charge.
Customer Answer
Date: 05/21/2025
Complaint Detail / Problem

Service Issues
select
Problem:
Guardian Protection contacted me after I filed a BBB complaint and left a negative review. They offered to waive one month ($43) of my monitoring fee. However, they still insist I must pay $75 for a technician visit plus any additional repair costs or pay $315 to cancel the contract early. This offer does not resolve the core issue: I am being billed for a monitoring service they cannot provide due to their equipment failure. Their refusal to waive repair costs or release me from the contract without penalty feels coercive and exploitative.

select
Desired Outcome:
Refund; Repair; Replacement
Business Response
Date: 05/22/2025
May 22, 2025

BBB of ********************
************************
********,*******; 15106

RE:        *** ****** Complaint ID ********

Dear Better Business Bureau:

Thank you for forwarding our customers complaint to ************************. **********************. Guardian is a customer-centric organization and values the opportunity to address any concern.

The complainant has expressed dissatisfaction with being quoted a $75.00 Trip Fee or the possibility of time and material charges for the repair/replacement of his touchscreen control panel, depending on whether the cause of the malfunction is covered under his Limited Lifetime System Repair Coverage. He has asked that Guardian waive all repair charges or release him from his agreement early and without penalty.

Guardian is sorry to hear our customer is unhappy with the Limited Lifetime System Repair Coverage that included in his Sales and Installation Agreement he signed on 3/20/2023. For background, Guardian provides monitoring services for systems sold by *************************** (Ranger). While Guardian later acquired this customers account from ******, all sales and installation were conducted solely by ******, an independent entity.

Our records indicate our customer received the Sales and Installation Agreement and Monitoring Agreements (attached) via email for his review and signature. The agreements formally documented the terms of the transaction including the services to be provided and the warranty and repair coverage. According to the DocuSign document history, the agreements were sent via email on March 20, 2023 at 7:14 AM, three days after he had met with Rangers sales representative, for our customer to review at his convenience. It was the responsibility of our customer to carefully review the terms of the agreements before signing them. By providing his signature he confirmed he read, understood, and accepted all terms of the agreements. In addition, our customer was provided with five days to cancel the transaction without any penalty or obligation.

Guardian is abiding by the terms of the agreements and expects our customer to do the same. We have offered service per the terms of the Limited Lifetime System Repair Coverage and offered to provide a credit equal to one full month of service even though the system only stopped functioning on May 18, 2025.

Guardian appreciates the opportunity to address our customers complaint and remain available to assist our customer moving forward. We would be happy to schedule onsite service as quoted or to cancel his agreement per the terms of Early Termination/Cancelation, rather than see him continue paying the monthly fees through the end of his initial monitoring term. Guardian can be reached at ************** for additional assistance.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 05/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On May 23, 2025, at 10:21, *** ****** ****** <***************************************> wrote:

From: *** ****** ****** <***************************************>
Date: Fri, May 23, 2025 at 11:50 AM
Subject: Re: You have a new message from the BBB serving ******************** regarding complaint #********.
To: Info BBB <*******************************************************************************>

Hi

I found another key information that

Guardians contract does not list a $75 service fee anywhere. It only says a service fee may apply and refers to a website for current rates. Thats vague and gives them the power to charge whatever they want, without clear agreement from the customer. I was only told the amount when I called thats not transparency, and its not fair.

Hello BBB,

Thank you for your response. Unfortunately, Guardians reply confirms my concern: I am being held to a contract and expected to pay either for repairs to equipment they monitor, or pay a $315 penalty to cancel even though the system is currently not working and they are unable to provide the service Im being charged for.

I understand I signed a contract, but Guardian has acknowledged the system is non-functional. Rather than standing behind the equipment and resolving the issue as a good-faith service provider should, they are using the contract as a tool to either:

Charge me $75+ to fix their monitoring equipment, or
Make me pay hundreds of dollars to escape a service Im not receiving.
This is not a matter of me misunderstanding terms its about basic fairness. I am being billed for monitoring that is not happening, while being forced to either pay for repairs or penalties.

I reiterate my request:

Fix the system at no charge (since its required for the service Im paying for),
Or cancel my agreement without early termination fees.
Anything else is coercive and not customer-centric, regardless of how ******************** wants to frame it.

Regards,

*** ******
Business Response
Date: 05/27/2025
May 27, 2025

BBB of ********************
***********************************************************************************; 15106

RE:        *** ****** Complaint ID ********

Dear Better Business Bureau:

We appreciate you forwarding our customers additional concerns to ************************** **********************.

We understand our customer is frustrated regarding the current state of the monitoring system, and we appreciate the opportunity to clarify our position.

While we acknowledge that the system is presently not functional, it is important to note that under the terms of the contract, maintenance and repairs of the monitoring equipment fall within the scope of the customers responsibility. ******************** provides monitoring services, and while a properly functioning system is necessary for this service, equipment maintenance after *************************************************************** the agreement.

Regarding the cancellation fee, it is a standard provision designed to protect both parties and ensure the continuity of service commitments. Early termination fees are a common industry practice to balance service obligations and costs. While we regret our customer finds this arrangement unsatisfactory, the contract terms were fully disclosed at the time of signing, and Guardian remains committed to operating transparently and fairly within those parameters.

Guardian trusts this clarifies the matter. Please let us know if further information is needed. Guardian can be reached at ************** for additional assistance.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 05/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Thank you for your follow-up. Guardian again admits the system is non-functional, yet continues to charge me for a monitoring service they cannot currently provide. While they claim Im responsible for repairs, the contract does not list the $75 service fee only that a fee may apply and refers to a website with undisclosed, changeable rates.

This lack of transparency, combined with refusal to cancel the agreement without penalty, leaves customers paying for a broken service with no clear path out. I maintain that this is not reasonable or fair. I am not satisfied with Guardians response.

Regards,

*** ******
Initial Complaint
Date:04/28/2025
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 Protection misrepresented during the sales process and refused to facilitate cancellation without penalty, despite no service being rendered.I signed a 60-month agreement with Guardian Protection Services after being presented a security system plan that included outdoor cameras. However, after reviewing the actual written agreement, I discovered outdoor cameras were not included, which was a major part of the sales presentation.I contacted customer service and came to know that sales person is no longer with them. I got in touch with a ddifferent salesperson and formally requested cancellation of my agreement. While they acknowledged my concerns, they stated they could not cancel the agreement directly and would provide department contact information (which has not been provided within the promised timeframe). After multiple times holding on to customer service calls, I got hold of the loyalty department. They are saying I need to pay $35 per month for the length of my 60 month agreement as early termination penality.Additionally, it is important to note that I was charged separately for all pre-wiring during the construction phase of my home. I am seeking for termination prior to technician installing all the required equipment, or activating it at my property.Since no service has commenced, and given the misrepresentation regarding system features, I am requesting immediate cancellation of my agreement without any early termination fees or penalties. I respectfully request written confirmation of cancellation.
Business Response
Date: 05/08/2025
May 8, 2025
BBB of ********************
****************************************************************************************
RE: ****** ******* Complaint 23258900
Dear Better Business Bureau:

Thank you for advising Guardian Protection Services*****. (Guardian) of the above referenced
complaint. Guardian values the opportunity to research the issue and provide a response.
Our customer states he signed a ******** agreement after being presented a security system
plan that included outdoor cameras. Upon reviewing the agreement, he discovered outdoor
cameras were not included, despite their inclusion in the sales presentation. Our customer feels
there was a misrepresentation regarding the system features. He had difficulties reaching his
salesperson to discuss the cameras. He also believes he paid for all pre-wiring services and
has asked to be released from his agreement without any early termination fees or penalties.
Guardians Agency Complaint Response Team performed a thorough review of the customers
agreements, wiring selection, and installation to date with our Regional Builder Manager.
Guardian confirmed our customer met with his sales representative in person on March 22,
2024, at which time security, video, home automation, whole-home audio, surround sound
theater and other installation options were presented. During this meeting he was shown one or
more videos of available equipment and features. However, Guardian has no videos for a
specific security package with predetermined item counts, as installations are customized
based individual customer preferences, and promotions are ever-changing.
Our customer did not elect to enter into a sale and installation agreement during this meeting.
He later opted for an installation in May 2024 and entered into a sale, installation and 60-month
monitoring commitment on May 13, 2024. In exchange, he received a discounted installation for
items specified in his Home Technology Selection Sheet and Site Survey. The electronic
paperwork outlining the installation options selected and terms agreed upon was emailed to our
customer on May 13, 2024 and signed by our customer over an hour after he received it.
Additionally, the installation plan was documented on a floor plan, which was emailed to the
customer on March 13, 2024, for review and required his signature for acceptance. He signed
and approved the floor plan on May 16, 2024. Cameras were not included in either document
that the customer reviewed and signed.
A representative contacted our customer to discuss his sale and installation details per the
signed documents. It was noted that Guardian pre-wired his home while the walls were open
and later returned to install components of the security system after the drywall was in place.
Our customers $395.00 payment represented only a fraction of Guardians overall investment in
his sale and installation. The discounted installation cost was based on his commitment to pay
$49.99 for 60 months of monitoring services.
Our customer pointed out that his Premium IQ touchscreen panel has not yet been installed.
Guardian acknowledged this, along with the difficulty he experienced in reaching Guardians
sales team after his original salesperson retired earlier this year. In response, Guardian
presented two options:
1) A 15% discount on any video and home automation devices our customer wished to install,
plus a $10.00 monthly savings on his fee for including theses service alongside his
monitoring services.
2) A one-time settlement payment of $1,200.00 to close the account.
Despite these offers, our customer expressed dissatisfaction and again requested to be
released from his agreement without penalty. Guardian has respectfully declined this request.
Guardian performed the installation of all selected items except the Premium IQ touchscreen
panel. The offers extended to our customer are final and remain valid for 30 days from this
correspondence.
Thank you for the opportunity to respond. Should you have any questions, please contact
Guardian at **************.
Sincerely,
Agency Complaint Response Team
cc: File #*******

Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, but I must respectfully stand by my request to cancel this agreement without penalty.
While Guardian claims to have made investments, the truth is:
I paid $395 for the pre-wiring, which was part of my home construction process. The key device (Premium IQ touchscreen panel) has not been installed. Monitoring service was never activated.
More importantly, I was never informed about the early termination fee during my sales interaction a major omission in a 60-month contract.
I have experienced over two months of poor customer service, caused by lack of follow-up after my sales *** retired. This caused ongoing mental distress while moving into a new home, which should have been a positive experience.
I am not requesting a refund only a clean exit from a service that was not delivered as expected, and has not yet begun. Guardians insistence on a $1,200 fee is not appropriate under these circumstances.
I request BBB to continue evaluating this complaint based on the facts provided. I believe a reasonable and customer-first resolution is full cancellation of the agreement without penalty.
Business Response
Date: 05/12/2025
May 12, 2025

BBB of ********************
************************
********,*******; 15106

RE:        ****** ******* Complaint 23258900

Dear Better Business Bureau:

Thank you for advising Guardian Protection Services****** (Guardian) of our customers additional comments and concerns. Guardian appreciates the opportunity to address them.

Our customer states he paid $395.00 for the prewiring.   He also states he was not informed of the early termination fee during his sales transaction and has had poor customer service.

With all due respect, Guardian would like to point out that the transaction our customer entered into included a ***** right of rescission. The right of rescission provided the customer three business days to review the terms of the agreements, including the Home Technology Selection Sheet and terms for Early Termination, and question any perceived omissions or terms that may not have been discussed during the in-person meeting. Guardian emailed the paperwork to our customer so he could take his time reviewing the terms of the agreements and call with questions and concerns or complete the NOTICE OF CANCELLATION FOR to cancel the transaction altogether.

With regard to our customers claim that he paid for the pre-wiring, we ask that our customer reference his Home Technology Sheet. There is no Pre-wire option for $395.00. Our customer paid $250.00 to have the Premium IQ Panel installed instead of a lesser one, and $145.00 for the Control Package,which would have enabled configuring home automation devices to work with the Premium IQ panel and the Guardian app. All security items and home wiring options Our customer paid $0.00 toward pre-wiring.

Per the terms of our customers agreement, if he cancel the agreement early for any reason other than our breach of the agreement, he is subject to paying an Alternate Performance charge (***). The *** is equal to the product of $35 multiplied by the total number of months remaining in the Initial Term) multiplied by 90%. Our customer has ********* remaining on his agreement resulting in an *** of $1,890.00. Guardian would like to point out that the *** takes into consideration that no future services would be provided and is $1,109.40 less than the value of our customers ******** monitoring agreement with a minimum monthly fee of $49.99.

Guardian could have offered to settle the account for $1,495.00, which is the *** minus the $395.00 our customer already paid toward the entire installation as noted in the agreements. Instead, Guardian offered to settle for just $1,200.00, taking into consideration our customers recent difficulties in connecting with Guardians builder sales group. As previously stated, Guardians offer to settle for a one-time payment of $1,200.00 is the final offer and value through June 11, 2025.

Thank you for the opportunity to address our customers additional concerns. Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 05/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I appreciate Guardians continued responses, but I must respectfully reject their position and request this case remain open as unresolved.
Guardian claims I agreed to their contract terms and had a 3-day rescission period. However, this does not excuse the fact that the sales ***resentative never disclosed the existence of the early termination fee or clearly explained the financial implications of entering a 60-month agreement. Had this been presented, I would not have signed the contract under those conditions.
Regarding the $395 payment I was told this was for pre-wiring during construction, not for a control package or panel upgrade. Guardians attempt to retroactively redefine that cost does not align with the original explanation I was given, and they have not produced signed, itemized proof of those categories being disclosed to me at the time of payment.
Most importantly: no monitoring service has ever been activated. Guardians own communications confirm that the central control panel (Premium IQ Touchscreen) the core device required for the system to function was never installed. Without this panel, no security system can be operational, and no service could have begun.
This is not a case of partial usage or service disruption. It is a case of no service being delivered or used at all.
Guardian continues to demand $1,200 for a system that was never activated, while downplaying the fact that Ive spent over two months trying to get support and clarity, due to the unexplained retirement of their *** and poor internal handoff. This has caused significant stress during the early months of moving into a new home.
I am not requesting any refund. I am simply requesting to exit an unactivated, partially delivered contract due to lack of transparency, poor support, and no delivered service without being penalized with a $1,200 early termination charge.
I request BBB to maintain this case as unresolved and continue evaluation or escalation.

Regards,
****** *******
Business Response
Date: 05/16/2025
May 16, 2025

BBB of ********************
************************
********,*******; 15106

RE:        ****** ******* Complaint 23258900

Dear Better Business Bureau:

Thank you for advising Guardian Protection Services****** (Guardian) of our customers additional concerns shared on May 13, 2025.

Guardians sales representative created the agreement for our customers review and signature to formally document the terms of the transaction. This is to ensure clarity and mutual understanding between both parties by outlining the details of the transaction, including but not limited to the equipment to be installed, services to be provided, installation pricing,and monthly service fee.

The written Agreement serves as the final and binding documentation of the terms agreed upon. The signed agreement supersedes any prior conversations and outlines the obligations and expectations for both parties.

Section 26 of the Monitoring Agreement confirms The entire and only Agreement between You and Us is written in this Agreement, the *** (if applicable) and any application attachments, work orders, addenda, and consumer protection notices,including the User Guide, which replace all earlier or contemporaneous oral or written understand or agreement. You may not amend or modify this Agreement with any restrictive endorsements, releases,or other statements on accompany checks or other payments accepted by Us (e.g.,marking paid in full on a check and any such notations will have no legal effect. This Agreement may not be changed by any oral statements made by You, Us or Your or Our respective representatives. This Agreement will not be interpreted or otherwise construed against the preparer

The Agreement was emailed to our customer to review and sign at his convenience. It was the responsibility of our customer to carefully review the terms of the agreement before signing. By providing his signature , he confirmed that he read it, understood it, and accepted all conditions outlined in it.

In an effort to resolve this matter expeditiously, Guardian would again like to offer a 15% discount on any video items he wishes to add or to settle the agreement with a one-time payment of $1,200.00. These offers are valid through June 11, 2025.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 05/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I respectfully reject this final response from Guardian.

Guardian continues to focus solely on legal terms in the agreement, while ignoring the key facts that Monitoring service has not started. The IQ panel was never installed, and no security system was activated. This is not a dispute about service quality it is about a contract that has yet to be fulfilled.
The sales representative failed to disclose the $1,890 termination penalty during our interaction. While Guardian now claims the contract supersedes verbal discussions, they have not addressed the ethical issue of not explaining long-term obligations during the sale.

I paid $395 during construction, and Guardians explanations about that amount continue to shift. I believe Guardian is applying contractual rigidity at the expense of customer fairness, and I continue to request full cancellation without penalty. I ask BBB to mark this complaint as unresolved and keep it on public record.

Sincerely,
****** *******
Initial Complaint
Date:04/02/2025
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.
We had ongoing problems with our security system when the power went out. We had them out to repair twice last winter/spring and spent hundreds of dollars to repair. Problem not resolved so when our power went out again in August, we had to cut wires to quiet the system. That was the last straw as it awoke the entire house in the middle of the night and had our dogs all worked up. My wife called to cancel, they said it had to be me, the account holder. I called and was told it had to be done in writing. We sent the 1st attached letter but they continued to bill. So we sent the 2nd letter and they continued to bill. We paid the account through the date of the first letter. The final payment was made via the attached check which shows the account number and final payment written in the memo and endorsement area.
Business Response
Date: 04/04/2025
April 4, 2025

BBB of ********************
****************************
********, *******; 15106

RE: ******* ***** Complaint ID ********

Dear Better Business Bureau:

Guardian Protection Services, **** (Guardian) is in receipt of our customers complaint and values the opportunity to provide a response.

The complainant states they had ongoing problems with their security system when the power went out late winter/spring (2024) and had Guardian out to repair it twice and spent hundreds to repair it. He said their power went out again in August and they had to cut wires to quiet the security system. After this occurred the complainants wife called Guardian to cancel the account. They were notified we needed the cancelation request in writing, and signed, by the account holder (the complainant.) They advise in this complaint that the account holder sent two cancelation letters, but Guardian continues to bill them. The customer is looking to have the account canceled and the balance adjusted to $0.00.

We are sorry our customer experienced system issues this past year. Guardian records show we did perform two billable service calls in February and March 2024 for issues with a keypad and programming that may have resulted from a power surge when power was restored to the home. Since then, there have been several cellular communication interruptions that restored, and a number of alarms that triggered the siren and a response from Guardians monitoring center. Most of the alarms, including an alarm in August 2024, were the result of motion being detected in a garage. The complainant never called to discuss the alarms or review options for replacing the 12-year-old motion detector or to upgrading his aging system.

Regarding the cancelation, a review of the account showed that ******************** did receive our account holders letters. A representative left voice mail and sent him an email asking him to call to discuss his request. This was primarily due to Guardians need for 30-days written notice and the need to inform our customer how we would process/execute his request. The complainant called on December 5, 2024 but unfortunately he was unable to wait to be transferred to the correct department. Further emails were sent without a response.

The account review did show that our customers final payment did cover the ************* period from his first request. Guardian has therefore credited his account balance to $0.00 and closed his account.

Thank you for informing Guardian of this matter. Guardian encourages its customers to contact ******************** when asked to do so. Should you have any questions, please contact Guardian directly at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 04/05/2025
[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:03/28/2025
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.
Ive have an alarm service with a local company for over ten years. This company was sold and now under the umbrella of Guardian Protection. Last year, I decided to add a security camera. A few months ago, I noticed the camera does not always record and I wasnt getting text message notifications. It was hit or miss. For the past two weeks, I have called Guardian several times and they go through their process and everything appears to be working again while we are on the phone. However, the next day, the same problems occur. I have called them at least four times this week alone. Why am I paying for services that dont work and there are constant failures with this product? I have a security camera that provides NO SECURITY.
Business Response
Date: 04/07/2025
April 7, 2025

BBB of ********************
****************************
********, *******; 15106

RE: ****** ****** Complaint ID ********

Dear Better Business Bureau:

Guardian Protection Services, **** (Guardian) is in receipt of our customers complaint and values the opportunity to assist our customer and resolve her issue.

Our customer expressed frustration with ongoing video recording issues that had not been resolved after several attempts to do so by Guardians ************** team. Our customer was concerned about a lack of security and questioned why she was paying for services that did not work.

Guardian Protection is sorry to hear our customer had ongoing issues that we were unable to resolve in a timely manner and thank her for identifying coaching opportunities within our ************** Team. Guardian was happy to hear that our customers issues appear to have been resolved by the last representative she spoke with; one who collaborated with our customer and took the time to answer all of her questions, provide a better understanding of the video features, and where they reside in the ap.

Guardian has provided our customer with a ******* monitoring credit to compensate for the time she spent on the phone with Guardian and the period during which she was not receiving all of her video recordings.

Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 04/07/2025
[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:03/22/2025
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.
I am filing this complaint due to ongoing issues with Guardian Protections customer service, billing practices, and overall lack of accountability.I have experienced repeated problems with their service and support. Despite multiple calls and attempts to resolve the situation, I have received little to no help, delayed responses, and in some cases, flat-out misinformation. I have been billed for services I did not authorize or use, and every time I try to get clarity or a resolution, I am met with poor communication and unfulfilled promises.Additionally, I have found their cancellation process to be intentionally difficult and unclear. I was not made aware of certain charges or terms at the time of contract, and their representatives have been unhelpful and dismissive.This company continues to take payments from my account without providing the service or support that was promised. I believe this is unfair and possibly deceptive business behavior.I am requesting a full investigation into these practices and a resolution to the financial charges I believe were made in error. I also urge the BBB to hold Guardian Protection accountable for their lack of transparency, poor customer service, and unethical billing practices.
Business Response
Date: 03/26/2025
March 26, 2025

BBB of ********************
************************
********, *******; 15106

RE:        ****** Swama Complaint 23102014

Dear Better Business Bureau:

Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian). Guardian values the opportunity to review our customers account history with both ********************** and Vortex1 Security (Vortex).

The complaint states he has experienced repeated problems with Guardians service and support, and his issues have been unresolved. He states he was billed for services he did not authorize or use, and that Guardian continued to take payments from the account without providing the service or support that was promised.   He further states Guardians cancelation process is difficult; intentionally difficult. And lastly, he notes he was not aware of certain charges or terms of the contract for services at the site noted in the complaints Customer Information of the complaint.

Guardian is sorry our customer has had issues with the security system, service and billing for the business located at the noted address.

For background, the security system at the complainants security system was sold and installed by Vortex1 Security. All sales, installations, service requests,service appointments, billing and customer service were provided by ****** through November 24, 2024. Guardian began providing all services November 25, 2024.

A review of both Guardians and Vortexs records indicate the customer has had some issues with the power supply of his control panel. In October 2023 he reported a low back-up battery for his control panel to Vortex. A Vortex technician replaced the battery,which had run low when the electrical breaker providing ******** to the panel had been tripped. He reported an ******** Trouble issue to Vortex in November 2023. A technician found the transformer was loose in the outlet and advised the owner the outlet was also very black and should be replaced.

The complainant called Guardian on December 3, 2024 to report his system was not working. He advised they had not experienced any power outages and had done some basic troubleshooting. He also noted they had some remodeling done in the office and that the keypad was completely blank. The representative tried one more trouble shooting step, but it was unsuccessful. She then quoted Guardians billable rates for the service call on a recorded line. Our customer declined service at our billable rates and requested to speak with a supervisor. The representative offered to have a supervisor give him a call.

The complainant called Guardian again on January 2,2025. He had not received a call from a supervisor. He advised this was his third time calling Guardian about the alarm system not working. When asked if the system was plugged into a working outlet, he said he believed so. He also expressed surprise that he returned from a trip and learned a service technician had not yet come out to the site service the system. The representative offered to schedule a service and quoted Guardians billable rates, again, on a recorded line. The customer disputed the billable rates as ****** had only charged a copay in the past. The representative advised the repair agreement expired after the initial term and hence the quote for service at billable rates. The complainant did ask the representative to schedule a service appointment for later in the day on January 2, 2025 and then to speak with a supervisor. The supervisor, also on a recorded line,explained the service call would be billable because the initial term of the agreement had ended. The supervisor also offered to place a credit equal to two months of monitoring on the account. The supervisor requoted the billable service rates for the service call and agreed to waive the $99.00 trip fee. The customer accepted the credits, saying he thought the offer was fair, and confirmed the service appointment.

Guardian ran the service appointment on January 2,2025. The technician arrived on site and found the complainant was not on site. The technician also found the renovations had been extensive, with a wall removed, the systems power cord had been cut, and there was no longer an electrical outlet in the vicinity of the systems control panel. The technician ran a new power wire. The power cord had to be replaced in order to provide power to the panel. The wire-run from the panel to an available outlet was a fair distance. The technician also had to fish it through a wall(s)to protect it from damage and unsightliness. After doing so the technician found control panel would still not power up. It is possible the customers renovation contractors shorted out the panel when they damaged the power line. The customer needs to replace the main components of his system. The customers system is obsolete. Replacement parts are no longer available.   Guardian quoted a system upgrade and offered to waive charges for the January 2, 2025 on-site service if the customer moved forward with the system upgrade through Guardian. The supervisor applied an additional $100.00 credit to the account. The customer ended up declining the upgrade offer and canceled his account. Incidentally, the cancelation process only required him to provide his password over the phone and sign an electronic cancelation letter. He declined to sign it because it stated he was responsible for any balance due on the account at the time of cancelation.

While the service plan administration by Vortex and Guardian may have differed in some respects, there is one item that is identical with both companies, that repairs resulting from damages caused by renovations are not covered by a repair plan. Per section 3. SERVICE in the complainants agreement: All repairs, replacement or alteration to the security system made by reason of alteration to the Subscribers premises or caused by unauthorized intrusion, lightning or electric sure, or caused by any means other than normal usage, wear and tear, shall be made at the cost of the Subscriber. There are some exceptions in the Vortex agreement for customers who have the extended service plan, but damaged by renovations is not one of them.

In summary, Guardian applied a credit of $85.00 on January 2, 2025, waived the $99.00 Trip Fee for the service call on January 2, 2025,and applied a good faith credit of $100.00 on March 13, 2025. Guardians position is that the complainant is responsible for the balance due on his account, which is related to the on-site service call. Perhaps the complainant can submit his Guardian service bill to his contractors insurance company.

Thank you for providing Guardian with an opportunity to review and respond to this matter. Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 03/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****
Initial Complaint
Date:03/17/2025
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 received a letter stating that I am delinquent on an account for *****************************************, the security company that I have been paying from June 2021-March 2024. My general complaint is the service stopped working in December of 2023. I called repeatedly for someone to come out and fix the doorbell, doorbell camera and garage sensors. I had to take time off of work to schedule several times for service only for the person to not show. I am frustrated that I was paying for a service that did not work as promised. The letter that I received from Guardian states that I never contacted the them regarding issues with the equipment which is completely false.The deceptive practices this company tricks people into purchasing this security system that does not work properly, I feel completely mislead. I was sold a product that is absolutely horrible. I did request to cancel the contract and told the person, I would not be paying until the service was repaired. No attempt has been made to correct this problem by the company. I no longer want this service and will not be paying the amount for the final contract. In fact, I should be asking for a refund for the 6 months the service started to malfunction.
Business Response
Date: 03/19/2025
March 19, 2025

BBB of ********************
************************
********, *******; 15106

RE:        ****** ******* Complaint ID ********

Dear Better Business Bureau:

Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian). Guardian values the opportunity to review our customers account history with both ********************** and Vintage Security.

She states she has been paying Guardian for monthly services from June 2021 through March 2024. Our customer advised her service stopped working in December of 2023 and she had called repeatedly to have someone come out and fix her doorbell, doorbell camera and garage sensors. She states she took time off of work several times, but a technician never showed. Our customer states ******************** has deceptive practices and feels misled into purchasing a security system that does not work properly. She states she no longer wants the service and will not be paying the amount for the final contract. She notes a disputed amount of $1122.71.

Guardian is sorry our customer has had issues with her security system and video cameras.

For background, the complainants security system was sold and installed by Vintage Security. Her monitoring services, customer service and billing were all provided/conducted by Vintage Security (Vintage) until early 2024. The complainants account came to ********************** by means of an acquisition. Guardian began monitoring her system on February 1, 2024. Guardian took over all billing, customer service and onsite service requests and scheduling on April 1, 2024.

Guardian has access to Vintages record keeping and reviewed their account history for the complainant, as well as Guardians account history. Vintages records show the complainant entered into a 5-year agreement with the completion of the installation and activation of service on June 18,2021. Vintages first documentation of any calls from the customer after the activation was on August 10, 2023 at which time she reported her video doorbell and garage opener were having issues and she requested a review of her contract term and cost to buy out the contract. The customer was quoted a buyout of $942.00. Vintages notes indicate the complainant decided not to cancel the account and said she would call back on August 11, 2023 to speak with tech support and troubleshoot the equipment issues. Guardian could find no record indicating the customer ever called back. In addition, there were no service requests or appointments scheduled after the appointment to activate the services on June 18, 2021.

All phone lines to Vintage were transferred to Guardian on April 1, 2024. On this date Guardian began providing all customer service, troubleshooting and service scheduling services to Vintage customers. ******************** also began billing the monthly service fees as of April 1, 2024. Guardian has not received any payment from this customer for any service.

Our customer has paid just 32.5 months of the ******** term of her monitoring agreement.
Vintage and Guardian would have been happy to troubleshoot and/or provide on-site service, in accordance with her extended repair agreement, in an effort to resolve the equipment issues, and are still willing to do so. Our customer has two options moving forward. She can pay her account current,reactivate the services for the duration of the agreement term, and schedule a service appointment; or she may make the appropriate payment to terminate the agreement early. She may contact the collection agent or Guardian protection to discuss both options in further detail.

Thank you for providing Guardian with an opportunity to review and clarify this matter. Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 03/20/2025
RE: Complaint ID ********
Dear Better Business Bureau,
Thank you for reaching out to Guardian and your help to hopefully resolve this matter. I do not feel the two options that were given are reasonable solutions.
In response to the letter to Guardian, there are several important facts that are missing.
The company states, Guardian has access to Vintages record keeping and reviewed their account history for the complainant, as well as Guardians account history. Vintages records show the complainant entered into a 5-year agreement with the completion of the installation and activation of service on June 18, 2021. Vintages first documentation of any calls from the customer after the activation was on August 10, 2023 at which time she reported her video doorbell and garage opener were having issues and she requested a review of her contract term and cost to buy out the contract. The customer was quoted a buyout of $942.00. Vintages notes indicate the complainant decided not to cancel the account and said she would call back on August 11, 2023 to speak with tech support and troubleshoot the equipment issues. Guardian could find no record indicating the customer ever called back. In addition, there were no service requests or appointments scheduled after the appointment to activate the services on June 18, 2021.
I agree, I did make the call in August of 2023 to report the issues with the doorbell camera and the garage doors. I was very unhappy with the service at that time and asked about canceling the service. I was told that it was a 5 year contract and I could not get out of it. I was never given an option to buyout the contract for $942.00. Question, why would the buyout be less than the amount I am given now for $1,122.71?
Secondly, Guardian states they do not have records of the follow up calls, requests for service or appointments for service, which is very convenient on their part. Calls were made and my frustrations were shared many times. Not once do I feel that I was supported or provided quality service to take care of the malfunctions with the product that I was paying for from Vintage, now Guardian.
In addition, I was never informed my account was being taken over by Guardian. In fact, I had autopay set up for Vintage to take out the monthly fee, which I never stopped payment, as a matter of fact the auto pay is still set up through my bank. Guardian has neglected to charge my account from April of 2024 to now.
The fact that this company neglects to provide proper communication about the company change, inaccurate record keeping of calls for service and doesnt even know they are set up to withdraw the monthly fees from my account should be enough proof they have no idea about my account, service needs or requests.
Since I was not provided with quality service with Vintage/Guardian, I had the doorbell monitors & garage sensors changed to another security company. I dont feel I should be financially obligated to pay for a service I have not received. There are many complaints from other consumers that state the exact same issues and feel not only mislead but tricked into a contract when purchasing a new home. I have made it very clear that I want to terminate my account with ********************. I have not had a doorbell or functioning garage sensors from July 2024 to July of 2025 when I had them replaced by another company. During that time of contracted service, I paid approximately $540, which should be more than sufficient payment.
Thank you for your time and consideration,
****** *******

Business Response
Date: 03/21/2025
March 21, 2025

BBB of ********************
************************
********, *******; 15106

RE:        ****** ******* Complaint ID ********

Dear Better Business Bureau:

Thank you for forwarding our customers additional comments and concerns to Guardian Protection Services****** (Guardian) and appreciate the opportunity to respond.

Our customer states she was never informed her account was being taken over by Guardian. Vintage and Guardian sent six (6) communications via email (to the same email address our customer provided in her complaint), and the US ************** (attached) as follows:

11/06/2023 Email from Vintage announcing the becoming a division of Guardian
                03/14/2024 - Email via Vintages Constant Contact platform
                03/25/2024 - Email sent by Guardian regarding billing
03/25/2024 Customers began to receive a letter about billing via the *****************
04/01/2024 Email from Guardian welcoming Vintage customers
                04/03/2024 -Customers began to receive welcome letter via the *****************

Additional communications include three conversations with representatives from Guardians monitoring center on May 29, 2024 and May 30, 2024 regarding alarms from a smoke detector and four voice messages from Guardian about her balance due on 7/24/2024, 8/2/2024, 9/28/2024 and 11/20/2024.

On each of the three calls from Guardians monitoring center in May 2024, the representatives introduced themselves as being from Guardian and said they were calling about an alarm from a smoke detector. Our customer did not question who or what ******************** was, provided her accounts verbal password and discussed the alarm. These three calls were between 10:22 PM on May 29th and 1:16 AM on May 30th. One of the representatives suggested our customer contact ******************** during the day to discuss scheduling service for the smoke detector as it may be going bad. The representative offered to provide her with the phone number. Our customer said she was sleeping and asked if she would be able to easily find it through the Guardian Protectionwebsite.   The representative told her she could just call back to the number she was calling from, and they would be happy to transfer her to our service group. This conversation is evidence that our customer was aware her account had been transferred to Guardian. Also, at no time did our customer indicate there were any other ongoing issues with her system.

Regarding our customers billing, attached is a list of all email communications regarding her billing, including a notice on 04/08/2024 noting she was unenrolled in AutoPay, for some reason, followed by billing statements and reminders. A list of the communications and their date are attached.

Lastly, Guardian would like to address the reason the cost for our customer to terminate her ******************** early has risen since August 2023. Per Section 12 in her agreement, in the event of any default by Subscriber or failure to pay any amount when due or termination, cancelation or rescission by Subscriber.Subscriber shall immediately pay to Company (a) all payments then due and payable, (b) fifty (50) percent of all payments which would be due hereunder for the unexpired term as liquidated damages and not a penalty, and (c) all costs and expenses of collection. In August 2023, our customer did not have a balance due. She had paid for approximately 25.7 months of service. Fifty (50) percent of the remaining 34.3 unpaid months at $54.95 per month was $942.39.   Our customer has been quoted a new settlement fee of $1,122.71 which includes a past due balance of $435.33, and additional 20 unpaid months through the 6/17/2026 end date of her term, and a collection fee.

Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Initial Complaint
Date:03/11/2025
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.
Having completed all my contracts with Guardian, I now own all the equipment outright. I need to swap out a defective sensor for a new one, which requires an installer code that Guardian holds. They will not give me the installer code to let me DIY the swap. They insist on a technician visit, which will cost me out of pocket.This is tantamount to ransomware, a cybersecurity breach of my premises. I own the equipment, but they will not release it to me for changes as I see fit. I'm unable to swap out defective parts unless I pay the ******.
Business Response
Date: 03/19/2025
March 19, 2025

BBB of ********************
************************
********, *******; 15106

RE: ****** ******** Complaint ID ********

Dear Better Business Bureau:

Thank you for informing Guardian Protection Services*****. (Guardian)of our customers complaint. ******************** values the opportunity to respond and clarify this matter.

Our customer has requested ********************* installer code for his security system so he can replace a device himself, rather than schedule a billable on-site service call. Guardian has declined to provide the customer with our installer code and our customer feels this is a cybersecurity breach of his premises. He states he owns the equipment and he himself should be able to make changes to his system.

Guardians records indicate our customer called on February 17, 2025 because he was having an issue with one of the monitored security devices. He was informed that we are unable to ship him the replacement part and perform a virtual service appointment; he would need an on-site service call for a technician to replace and reconfigure the device. Our customer called back on March 11, 2025 and asked Guardian to provide him with the installer code to the system. His request was denied.

Respectfully, while our customer may be technically proficient with electronic equipment, Guardian politely declines to provide the Install (programming) code due to the sensitivity of this proprietary information and safety concerns should our customer make programming errors that would impact his safety. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of system level programming, but also to protect sensitive proprietary company owned information contained with the system.

Access and incorrect programming could cause detrimental results whereby devices no longer function as intended resulting in alarms not triggering as normal, or numerous accidental alarms resulting inn police, fire, and/or medical authorities to be needlessly summoned.

Guardian would like to note that both our customers original Sales and Installation Agreement dated February 28, 2013, and a subsequent Sale and Installation Agreement dated December 29, 2020, both include language related to this matter. Both agreements state in Section 5, Upon payment of the Fees, You will own the system, except for the control/transmitting device which contains Our proprietary data and which We will always own.

While Guardian does offer to ship equipment and conduct virtual service appointments for a number of the security systems we install and monitor to reduce our customers expenses, there are some systems that do not lend themselves to adding new devices by means of remote programming with a virtual service appointment. Unfortunately, our customers system is one of the few that ******************** is unable to offer the virtual service to.

Thank you for the opportunity to address our customers concerns and clarify this matter. Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Initial Complaint
Date:03/06/2025
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.
In 2009 I began my service with Guardian, in 10/2021 I called and asked to have my land line number changed to my cell number. I explained that we had our house number disconnected. I was told that a charge of approximately $100 would apply to make that change. I explained, on that call, I would not be willing to pay that. I continued to get my regular monthly bills in the mail of , $47.87, which I paid. I even changed to automatic debit. A couple of months ago my mother-in-law told me she got a call from Guardian about testing our system. I called them and was told, at this time that they were not connected to our alarm system and had not been since 10/2021, when I called to request the number change. I have called Guardian on several occasions, I called once to request a new sign for my yard, she asked me about testing my system but I was not home, however they had to know our home number was not operational. I called once in early February and spoke for 30 minutes to **** who passed me off to her supervisor ***. He was not helpful at all and only focused on getting me to upgrade my system. My last phone call was on 2/8/25 with a supervisor named ***, we spoke for 40 minutes. He tried to tell me that they had been calling various numbers to check our alarm system. When I asked him what numbers they were calling, the first one he gave was the disconnected house phone, I have made 38 payments of $47.87 for services that I did not receive. I should have been told back on my original call in 2021 if I did not want the number transferred our services would be disconnected however , I was not given that information. Never having an alarm system on my home before I was unsure of what I was paying for. *** also told me that another supervisor would be contacting me the day after we talked, no one has called me. As a senior citizen, I feel that I have been taken advantage of and would like my money refunded, *******. Thank you so much with you help in this matter.
Business Response
Date: 03/26/2025
March 26, 2025

Submitted Electronically

BBB of ********************
**************************************************************************************************

Re: ******* ********* Complaint ID ********

Dear Better Business Bureau:

Guardian Protection Services (Guardian) is in receipt of the complaint our customer submitted to you on March 6, 2025. Thank you for forwarding it and giving us an opportunity to respond.

The gist of our customers complaint is that she deserves a refund of the service charges that she paid while her security system was not communicating signals with Guardians central monitoring station. Our customer admits that she disconnected her telephone landline, which was the sole communication line between her system and Guardians monitoring station and thus caused the communication problem. Nevertheless, she alleges that Guardian is at fault for not telling her that her system would not communicate without the telephone landline or that she needed a new panel that communicates via a cellular signal.

Unfortunately, our customers recollection differs materially from the indisputable facts. On October 5, 2021, our customer called ******************** on a recorded telephone line in response to a notification from Guardian telling her to test her system. When she told our representative that she had disconnected her telephone landline, the representative explained to her that her system needed the landline to communicate signals with our monitoring station. The representative also told her that, if she changed her alarm panel to one with cellular communication, her system would once again send communication signals.

Our customer clearly acknowledged that she understood the problem and asked what it would cost to switch to a cellular panel. After placing our customer on hold briefly, the representative offered her a new cellular panel installation that included a $250 discount and would have increased her monthly service rate by only $1.25. After our customer stated,We need to do that, the representative sent her an agreement for her review and signature. Our customer indicated that she would need to discuss the matter with her husband before signing.

Despite her understanding of the communication issue, our customer did not sign the agreement or otherwise address the communication issue, leaving it unresolved. As a result, Guardian repeatedly called all the contact phone numbers our customer provided on her account and left messages notifying the recipient that Guardian had not received a connectivity test signal from our customers system and that she should contact Guardian immediately to address the issue. Between October 2021 and February 2025, Guardians records show that it made approximately 165 of these calls.

In addition to Guardian informing our customer of the communication issue caused by her termination of her telephone landline, her Sales and Monitoring Agreement with Guardian, dated March *******, also addresses the issue. Specifically, Section 10 of that agreement explains that our customers security system communicates with our monitoring center via telephone systems controlled by the third-party provider of her choice. It further provides that a change in her telephone system may disrupt communications from the alarm system.

In sum, our customer terminated her landline and made the conscious decision to forgo switching to a cellular alarm panel, despite both a clear understanding that her panel would not communicate properly and repeated calls prompting her to resolve this issue. Under the circumstances, Guardian is unable to provide a refund.

Sincerely,

Agency Complaint Response Team
Customer Answer
Date: 03/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am writing this only to state that your response to my recorded conversation is a total fabrication. As I stated in my complaint, the only money that was discussed was a $99 charge for a technician to come out and switch to the cellular number, which I thought was too much and rejected, obviously. This has been a total waste of my time and $1800 that your company took from me for providing zero services. It doesnt surprise me that you call your customers from unknown numbers and then wonder why you cant contact anyone. Why would I have expected a company like Guardian Protection to step up and do the right thing? My mistake, ****** learned.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *********
Initial Complaint
Date:02/25/2025
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.
called to have service stopped due to going into nursing home. ***** was told the service wpuld be stopped, they are still taking out payment. the nursing home wants all her money and she does not have money to cover this and she no ;onger resides in this house it is empty.
Business Response
Date: 02/27/2025
February 27, 2025

BBB of ********************
Attn: ***************************
****************************************************************************************

RE: ***** ******* Complaint ID ********

Dear Ms. ****************** you for forwarding this customer complaint to ************************. **********************.
Our customer has expressed dissatisfaction related to continued billing for service at a property that she has moved out of.

Upon receipt of this complaint,Guardian reviewed our customers account and billing. ******************** found the initial call requesting cancelation was received on January 22, 2025. The caller was not our customer. The caller was advised to send in paperwork supporting her authority to make changes to the account as well as documentation regarding her move to a nursing home. Guardian never received the documents.

Guardian received another call requesting cancelation of the account on February 3, 2025. Our customer was present on this call. ******************** agreed to cancel the services upon the receipt of a signed cancelation document. Due to the liabilities in this industry, a cancelation letter with an effective date and customer signature is required. The cancelation document was set up for an e-signature to expedite our customers request. The document was emailed to the email address provided in the Customer Information section of this complaint,and as noted above, needed to be signed, and returned. It has not been signed and returned as of this writing and is now expired.

Guardian has emailed an updated cancelation document today, February 27th, 2025. The document includes a new effective date and was emailed to the email address provided in the Customer Information section of this complaint. The document must be e-signed by our customer in order for the account to be fully canceled. We suggest our customer check both her inbox and junk/spam folders for the document.

Thank you for informing Guardian of this matter. We appreciate the opportunity to assist our customer again with her request. Should you have any questions,please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Initial Complaint
Date:02/20/2025
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.
In November 2024 I notified the business that I had 2 key fobs malfunctioning. I got charged $96.30 for ***lacements and was notified upon receiving them in the mail I needed to contact customer service to schedule a virtual appointment for programming. Upon calling in December 2024 to program the 2 new key fobs the *** removed 1 defective and 1 that still worked leaving a defective key fob active. Upon noticing that I only had 2 working key fobs and not 3 as I previously did I contacted tech support and was advised that in order to get my third fob to work I would need to purchase a new one as well as I would need a technician to be scheduled to come to my home to check my system for issues. I was offered a $100 credit to apply towards any equipment needed but was going to be charged $15 every 30 minutes that the tech is at my house. All I am asking the company to do is make right what there tech messed up at no charge.
Business Response
Date: 02/28/2025
February 28, 2025

BBB of ********************
************************
********, *******; 15106

RE:        **** ******** Complaint ID ********

Dear Better Business Bureau:

Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian). Guardian values the opportunity to review our customers account and resolve his issues.

Our customer expressed dissatisfaction with being quoted the need for an on-site service call at Guardians billable rates to resolve an issue with his keyfobs that appears to have occurred when Guardians Technical Support team worked with him to remotely removed two non-working fobs and add two new fobs to his system.

Guardian would first like to apologize to our customer for the programming issue that occurred. We appreciate his efforts to work with our technical team remotely again in an attempt to have the issue resolved without the inconvenience of an on-site service call.

A supervisor in Guardians ******************** authorized the scheduling of on-site service for our customer, and while he was not able to create the service call at no charge, he has agreed to credit all charges for the service call once they are known. The service appointment has been scheduled, and we look forward to resolving these issues next week.

Thank you for providing Guardian with an opportunity to further review and resolve this matter. Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 03/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The key fob issue has been resolved but while the technician was at my house he stated that we have an outdated main panel and until it is replaced we are going to continue having the same issue. While on the phone with the supervisor who scheduled for the tech to come out I asked if the panel could be a problem and was informed if the technician deems the panel needs replaced and there is no dameage they would authorize to replace at no cost only now to be advised that I need to sign a new 60 month agreement and pay for the panel in order to receive it. If the company looks at all the call logs, they can see all the issues and misinformation that was provided to me. Also I am not understanding how I went from having a credit in the amount of $165 in January to having a bill over $300 in February to where no credit and now a bill is due.

Regards,

**** ********
Business Response
Date: 03/13/2025
March 13, 2025

BBB of ********************
************************
********, *******; 15106

RE:        **** ******** Complaint ID ********

Dear Better Business Bureau:

Thank you for forwarding our customers additional concerns regarding conversations he has had with Guardian Protection representatives regarding the possible replacement of his systems control panel, and any associated costs.

It is possible our customers control panel is not working perfectly and is the cause of the difficulties with learning in his keyfobs. Our customers control panel is now obsolete and is no longer covered under a repair plan.

Guardians Agency Complaint Response Team reviewed the call between our customer and the ************* supervisor he spoke with. While there was some discussion about the control panel and no coverage if it sustained physical damage or damage from acts of God, the supervisor never said Guardian would replace the control panel at no charge to our customer. The conversation concerning the control panel switched to the scheduling of service for his keyfobs
without any detailed discussion on replacement of his control panel.

Regarding our customers billing, none of his statements reflect a balance over $300.00. Our customers January 10th statement reflected a credit balance of $105.42, his February 10th statement reflected a balance due of $51.31, and his March 10th statement reflects a balance due of -$32.75. To aid our customer, the following transactions occurred after 01/08/2025, when his account had a credit balance of $165.85:

*** 1/10/2025: *************** Charges of $60.43 were paid by the account credit
*** 1/13/2025: The order of two new keyfobs billed for $96.30 and were paid by the account credit.
*** 2/05/2025: Our customer made payment of $48.15 to order a replacement of the faulty keyfob.
*** 2/06/2025: $48.15 was billed for the keyfob to replace the faulty keyfob.
*** 2/10/2025: *************** Charges of $60.43 billed.
*** 2/28/2025: Guardian applied a credit of $48.15 to offset the charges on 2/06/2025.
*** 3/04/2025: Guardian applied a credit of $96.30 to offset the charges on 1/13/2025.
*** 3/05/2025: Guardian billed, then credited charges of $255.00 for on-site service on 3/3/2025.
*** 3/10/2025: *************** Charges of $60.43 billed.

Our customer ended up not paying for the new or replacement keyfobs. If he wishes to upgrade his control panel, or it becomes necessary to do so, our customer has the options of paying ********************* current billable service rates or negotiating the upgrade with Guardians Customer Loyalty team.

Should you have any questions,please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team
Customer Answer
Date: 03/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed
In regards to them stating that the amount of $96.30 was taken from a credit on the account and not billed to me that is not correct. I paid the amount on my credit card and was told by the loyalty group that after the new key fobs shipped I was going to be refunded all of it minus a $26 virtual tech fee. Also in regards to the $48 charge I was charged that fee to have another key fob shipped due to one of the previous being defective but was informed because it was only a week old that I would receive a full refund as long as I sent the defective one back to them which I did. I was advised that when the last tech came to my house that he would check the main panel and see if that could be the problem, as long as there was no damage than they would authorize the tech to replace at no cost. So basically the company has sold me equipment that will not be compatible with each other and in order to make it compatible I need to pay them more money for upgraded panels when these are not that old and if they are aware of the issue with the panel and key fobs not being fully compatible for much longer, I dont understand why they sold me these fobs In the first place.
Regards,

**** ********
Business Response
Date: 03/14/2025
March 14, 2025

BBB of ********************
************************
********, *******; 15106

RE:        **** ******** Complaint ID ********

Dear Better Business Bureau:

Thank you for forwarding our customers latest correspondence regarding his complaint.

Guardian would like to apologize with regard to the billing summary error included in Guardians last correspondence. A team member did miss that payment via our customers credit card for the original two replacement keyfobs, in the amount of $96.30, which was taken on January 8, 2025 at the time of the order. As we previously confirmed, this amount ended up being credited to his account.

With regard to product compatibility, the *** PowerG 9929 4-button keyfobs are compatible with his current Qolsys IQ2+ control panel. In fact, if the customer had elected to purchase a new keyfob in 2021 when his IQ2+panel was installed, the PowerG 9929 Keyfob is the keyfob we would have installed.

Concerning our customers request to have his control panel upgraded at no charge, our customer has been notified multiple times that his repair agreement has expired and repairs to his system would be at our current billable rates unless the issue was with a device still under its 90-day warranty. He was notified that the repair agreement had expired by a ************* supervisor and ************** supervisor on 1/3/2025, a Customer Loyalty representative on 1/8/2025, and a ************** representative February 15, 2025. On February 15, 2025, the ************** representative quoted billable rates for an on-site service call but agreed to waive the $75.00 trip fee and $100.00 toward any work performed during the appointment which was scheduled for March 3, 2025; Guardian ended up waiving service charges totaling $255.00. A replacement control panel was never offered at no charge by any of these representatives, nor by the ************* supervisor our customer spoke with on February 26, 2025.

As of this date, Guardian has not been made aware of any continuing issue after the March 3, 2025 service call. If our customers keyfobs continue to lose their connection with his control panel, it is likely his control panel is beginning to malfunction. Should our customer elect to have the panel replaced, whether necessary or proactively, he is aware of his option to have it replaced at our billable service rates or accept the system upgrade offer Guardians Customer Loyalty team sent him on March 4, 2025. The upgrade offer is valid for 30 days from the date it was sent.

Should you have any questions, please contact Guardian at **************.

Sincerely,
Agency Complaint Response Team

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