Complaints

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

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  Guardian Protection

  174 Thorn Hill Rd Warrendale, PA 15086-7528

  
• 

  Guardian Protection

  400 Delaware Ave Ste 101 Millsboro, DE 19966

• 

  Guardian Protection

  4423 Professional Pkwy Groveport, OH 43125

• 

  Guardian Protection

  4710 Eisenhower Blvd STE F1 Tampa, FL 33634

• 

  Guardian Protection

  9125 Guilford Road, Suite 101 Columbia, MD 21046

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally bought and closed on our home in December 2021 with M/I homes where we purchased the tech connect package which lists that we would receive “live video or capture video clips of who comes to your door on your smartphone”. When the service was originally established, we did have the video clip feature for well over a year. We had no indication there was an issue. The company states that they did an “audit” and it was not listed in our contract so the service was removed, even though it was stated on our flier when we purchased the home and the tech connect package. They state that they sent an email but we have never received that on investigation. When looking into a delivery issue recently we realized that we no longer have the recorded clips and now the company states it was given to us in error and we have to pay now for the service. The flier we were given from guardian/M/I states this was a part of the package we purchased and does not state anything about the video clips costing extra. I would like the video clips restored to what we had before and what we were told was included. Had we known the clips weren’t included we would not have not purchased the package. The technician never stated it was extra when installed and I was never given a paper copy of the contract. This flier is false advertisement and should state that the video clips are an extra charge. This should be made known on advertisements BEFORE a technician would come to your home to install and sign a contract. If the video clips cannot be restored I would like refunded for the package that I purchased.

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  BBB of Western Pennsylvania
  20 E Main Street, Suite 100
  Carnegie, PA 15106
  
              RE:      ***** ****** * ********* ** ********
  
  **** *** *****
  
  Thank you for forwarding our customer’s complaint.  Guardian Protection Services, Inc. (“Guardian”) values the opportunity to address our customer’s concerns and resolve the issue.
  Our customer noted they purchased a tech connect package, where they would receive “live video or capture video clips of who comes to your door on your smartphone,” when purchasing their home from M/I Homes in December 2021.  The video clip feature was provided for well over a year but was removed after an audit was performed and the feature was not listed on their agreement.  Our customer was quoted a monthly fee to reactivate the video clip feature.  He would like the video clip feature reactivated at no charge based on the flyer they received when building the home, and their lack of a copy of any agreement.

  Our customer’s account, and the flyer he included with his complaint, were reviewed by Guardian.  Guardian found that the Installation Agreement (Home Automation Hub System – Builder) did not generate properly and neither Guardian nor our customer has an agreement in their possession.  Based on the language in the flyer our customer provided, Guardian reactivated the video clip service at no cost to our customer.

  Guardian’s Installation Agreement for Home Automation Hub Systems provides a 36-month trial, from the activation date, and terms for the services noted in the flyer.  The services/access ends at the end of the trial period unless our customer contacts us in advance to discuss renewal options available at that time.  Our customer’s trial period is due to expire on 12/30/2024.  Guardian has sent a new agreement, for electronic signature, which provides terms of service as well as a new 36-month usage term that would not expire until 2026.
  We noted our customer has an equipment malfunction due to a power outage they recently experienced.  Guardian was unable to reboot the device remotely and we encourage our customer to call Guardian for technical support.

  
  Thank you for informing Guardian of this matter.  Should you have any questions or concerns, please feel free to contact us at (800) 776-8328.
  Sincerely,

  
  Agency Complaints Response Team

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gardian installed security system smoke in basement keeps going in alarm. System less than year old and they want to charge me for call. This system has never worked correctly. They want to charge to come out to correct.

  

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ***** ******* * ********* ** ********
  
  **** *** ***** 

  
  Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian is a customer-centric organization and values the opportunity to address our customer’s concerns.
  
  Our customer expressed dissatisfaction with being quoted a service charge for the replacement of a smoke detector that was less than a year old.  The customer also stated the system has never worked correctly.
  
  Upon receipt of this complaint, a review of our customer’s account and calls with Guardian protection were reviewed.  We found our customers voiced more concerns than being quoted service charges for the repair or replacement of a smoke detector. Guardian is therefore providing some background history for the system as well as our customer’s account.
  
  Guardian completed the installation of an Interlogix hardwired security system for ********** ***** in June 2019.  The system was never monitored for ********** *****, and monitoring for the complainant began September 1, 2022, after the complainant contacted Guardian and arranged a meeting with a Security Technology Consultant (STC) to review the system and services available.
  
  The (STC) met with the customer and found the equipment installed in the complainant’s home was obsolete.  The manufacturer of the security equipment, Interlogix, made an announcement in September 2019 that they would cease manufacturing residential and commercial security products by the end of 2019.  If Guardian would have reactivated the existing system “as is”, Guardian would not have been able to provide a repair plan and service calls for repairs and replacement equipment would have all been billed on a time and material basis. In addition, there would be no guarantee that replacement equipment could be found.
  
  Guardian’s STC offered to have all components of the existing system replaced in order to provide them with current technology and Limited Lifetime Repair Coverage.  Per the terms of the Limited Lifetime System Repair Coverage, Section 6 of the Sales and Installation Agreement, the customer would have a 90-day warranty and after 90 days there would be a service fee for each service trip made to repair or replace covered equipment.  The installation was completed September 1, 2022.  The malfunctioning smoke detector was reported on 6/20/2023 which is why the representative quoted a service fee. Guardian would like to note the representative transferred the customer to her supervisor, who agreed to make a one-time exception, and credit the service fee once it is billed to the account.  
  
  Regarding the system never working correctly, Guardian was made aware of only one other equipment issue since the installation. On 10/8/2022 the customer reported an issue with low battery alerts from their newly installed motion detector.  The motion detector was under the 90-day warranty and replaced at no charge. 
  As agreed on June 20, 2023, Guardian will credit the service fee once it is billed. We encourage our customers to refamiliarize themselves with the terms and conditions of both the Monitoring Agreement and Sales and Installation Agreement. Thank you for providing Guardian an opportunity to address this issue.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the services I received from your company. I had services installed over a year ago and have been experiencing issues with the camera and video connection since day one. Despite several complaints and calls to your customer service department, my issues have not been resolved almost three years later. I am disappointed to say that I am wasting money every month as I cannot check my cameras when I am not home, nor do I receive notifications if someone is on my property. It's frustrating to pay over $100 for a technician to come out and check the faulty equipment, only to have the issues persist. I find it concerning that the company charges such a high fee for a technician to come out and not fix the issue. I consider this to be extremely unethical and unacceptable. As a result, I cannot recommend your company to anyone and will not be using your services again. I hope that you take this feedback seriously and take steps to rectify the situation.

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  *** ********* ****
  BBB of Western Pennsylvania
  20 E Main Street, Suite 100
  Carnegie, PA 15106
  
              RE:      ****** ******** ******** * ********* ** ********
  **** *** *****
  
  Thank you for forwarding our customer’s complaint.  Guardian Protection Services, Inc. (“Guardian”) values the opportunity to address our customer’s concerns and work toward a resolution.
  Our customer noted in her complaint that her system was installed over a year ago and she has had issues with the cameras and video connection since the day they were installed.  She stated she complained several times and her issues have not been resolved in almost three years.  She is disappointed she is wasting money every month and states it is frustrating to pay over $100.00 for a technician to come out and check the faulty equipment, only to have the issue persist.  She stated she finds it concerning that Guardian charges such a high fee for a technician to come out and not fix the issue and considers it to be unethical and unacceptable.
  Guardian is sorry to hear that our customer has had issues with her cameras/video staying connected in a consistent manner.  Video technology relies on the camera equipment, the customer’s internet router and its location in the home (distance from connected devices), the customer’s internet package and usage, as well as other environmental factors that neither the customer nor Guardian can control.  In addition, delays in receiving notifications on a mobile device will be affected by the strength of the mobile device’s wi-fi or data connection.
  Guardian performed a review of our customers camera/video history with Guardian.  Guardian installed the cameras on April 24, 2020.  Guardian’s records show the customer called multiple times during the first 12 months after installation.  Guardian performed several service calls at no charge and provided technical support over the phone when possible.  While Guardian was able to help performance to a degree, our technicians repeatedly noted the customer’s internet upload bandwidth was low and recommended that our customer contact Xfinity/Comcast.  And notes in the account indicate our customer had difficulty get a Xfinity technician on site due to the pandemic.
  After reviewing our customer’s periodic video issues and account histories through the present, Guardian has agreed to provide the customer with a replacement camera at a discounted cost to see if newer, more advanced technology proves to connect better.  If efforts by Guardian and our customer do not result in improved performance with the new camera, Guardian will take the camera back and credit the installation charges.
  
  While Guardian cannot guarantee we will resolve the issue due to the many factors that impact a camera’s ability to connect and video to be received on a mobile device, it is our hope the customer’s video service will improve.  Our customer indicated she was satisfied with the offer. 
  Thank you for informing Guardian of this matter.  Should you have any questions or concerns, please feel free to contact us at (800) 776-8328.

  
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:06/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from my home and Guardian is collecting from us an early termination fee in excess of $700 because we signed a three year agreement and had to relocate for work before this period expired. We were never informed off this policy and I believe it is an unfair practice. Even if we sell our home guardian expects us to pay their fee for a full 36 months to monitor a house that we do not own. This is abusive and unfair

  

  Business Response

  Date: 06/19/2023

  June 19, 2023
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ***** ****** * ** ********
  
  **** *** ******* 
  Thank you for advising Guardian Protection (“Guardian”) of the above-referenced complaint. Guardian appreciates the opportunity to address our customer’s concerns.
  
  For background, please note our customer met with Guardian in February 2022 to review products and services that were available for their new home which was under construction at the time. They engaged Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, a Sales and Installation Agreement and a Monitoring Agreement were executed on February 14, 2022. The Monitoring Agreement had an initial term of thirty-six (36) months which was acknowledged when the customer affixed his initials beside the separate and bolded statement “The initial term of this agreement is 36 months (“Initial Term”).” A copy of the Agreements was emailed to the customer upon execution, including a Notice of Cancelation that enabled the customer to cancel the transaction without penalty by February 17, 2022.
  
  Guardian is sorry to hear that the customer’s situation has changed whereby the home is being sold. Guardian tries to offer several alternatives to paying a fee to terminate Monitoring Agreement early. A representative contacted our customer upon receipt of this complaint and learned our customer no longer wished to relocate the service, nor did he want to continue paying monthly fees until the property was sold, only to find out the buyer was not interested in activating the monitoring services with Guardian and he would still need to pay a fee to terminate his Monitoring Agreement before his initial term was satisfied.
  
  While our customer paid $470 for his total installation, he only paid $145.00 toward the installation of a security system valued at approximately $1,800.00 including the professional installation. Guardian installed the system for the discounted price of $145.00 in exchange for the 36-month monitoring commitment he entered. Our customer has only paid for eleven (11) months of monitoring as of this date, leaving twenty-five (25) unpaid months remaining on his Initial Term. His Monthly Service Charge is $49.99 before tax. Per Section 18. Early Termination / Cancelation of the Monitoring Agreement, …or You cancel or terminate the Services or Agreement for any reason other than Our breach of the Agreement, You will pay Us an Alternate Performance Charge (“APC”) equal to the product of (a) $35 multiplied by (b) the total number of months remain in the Initial term multiplied by (c) 90%. …The APC is an alternative to You paying the full amount of the Monthly Service Charges remaining in the Initial Term and is not a penalty.”
  
  Guardian incurred equipment and labor expenses for the installation of the system and activation of services with the expectation of recovering some of these costs over the 36-month term. Guardian has not had the opportunity to recoup those costs and is therefore unable to reduce or refund any portion of the APC the customer paid on June 16, 2023 to terminate his Monitoring Agreement early.
  
  Thank you for the opportunity to address this matter. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 06/20/2023

  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 business never informed us that the contract was still considered valid if the home was sold. It is unreasonable that this company expects us to continue paying for a service that is no longer provided to us.
  
  Regards,
  ***** ******

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been over charged with no explanations. I set this service up with Concierge Services, under the impression my monthly payment will be 49.99. My first service call in April was delayed to May 6th, due to a delay in my internet. On April 13th, I paid to activate the service 49.99. Service was not installed until May 6th. A payment came out on May 10th for 99.83. I called and was advised they will credit me for April and I will not owe the next bill. On June 10th, 12.03 was taken out for a bill of 105.11. I have called three times now regarding my billing, I have not received any type of explanations for the overpayment and inconsistencies. For service to be on May 6th to today, June 12th, I should of only paid two times in the amount of 100.00, 49.99 each. I have now paid a total of $161.85. The great kicker is being told I'd have to pay over 1,800 to cancel. I've since canceled my auto pay and I'm shopping services. I do not my security company and that should speak volumes.

  

  Business Response

  Date: 06/14/2023

  June 13, 2023
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:     * ********* ** ********
  **** *** ***** 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the additional opportunity to provide an explanation for the billing our customer has experienced.
  
  Our customer believes she is being overcharged.  She set the service up through a Concierge Service and believed her monthly payment would be $49.99.  Her activation was delayed and she was billed for a period when she was not receiving service.  She feels she has been overcharged and has asked to be released from her agreement.
  
  Guardian would first like to apologize for the confusion with the billing.  Our customer’s account should not have started billing for the monthly services until her system was installed and activated on May 6, 2023 rather than April 13th when she signed her agreements.
  
  Guardian initially billed the customer a prorated amount of $99.83 for service from 4/13/2023 through 6/9/2023, a period of just under two months.  When the billing for the monthly services was restarted, the new prorated bill was for the time period of 5/6/2023 through 7/9/2023, just over two months.  In short, this resulted in the customer’s original payment being $12.03 short of paying the new statement in full.
  
  The first statement our customer received, dated May 10, 2023 was for her $49.99 activation fee, monitoring from 4/13/23-5/09/23 in the amount of $44.09 (a little less than one month), monitoring from 5/10/23 through 6/9/23 in the amount of $48.99, and $6.75 in taxes.  Our customer had prepaid the $49.99 activation fee and Guardian took an autopayment in the amount of $98.83 for the monitoring billing of $93.08 and $6.75 in taxes.  On June 10, 2023 the monitoring services were rebilled.  The charges of $98.83 for monitoring and taxes from 4/13/23 through 6/9/2023 were removed.  Monitoring charges were recalculated for service from 5/6/23-7/9/23 (just over two months) in the amount of $104.30 and an additional $0.81 in taxes. Our customer’s payment of $99.83 was applied to this new monitoring bill leaving an amount still due of $12.03. 
  
  Due to the error in billing, a Guardian representative applied a credit of $12.03 to our customer’s account to refund the autopayment Guardian took in the amount of $12.03. The refund check will be mailed to her and should be received within two to four weeks.  Our customer’s monthly fee is $48.99 plus applicable taxes per her Monitoring Agreement. The state of Ohio does tax Monitoring Services for all companies.  Our customer’s sales tax is 7.25%.   Her monthly bill from this point forward, beginning July 10, 2023, should be $52.54 including tax, provided she reactivates the autopay.  This billing amount would only change if she does not reactivate autopay, Ohio increases taxes, or she adds new services. Guardian will not be releasing the customer from her agreement for a billing error that has been corrected.
  
  Thank you for bringing this matter to Guardian’s attention to ensure it was resolved.  We apologize again for the confusing billing and assure our customer it has been corrected.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 06/19/2023

  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.]

  Again, the billing and amounts do not match even what was provided. I will not accept until my credit is received and my next bill is showing correct amounts. If it is not resolved, I'll be taking civil action to be released from the contract. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ******* ****** * ********* ** ********
  
  **** *** ***** 
  Thank you for forwarding our customer’s additional comments regarding the above referenced complaint.
  
  Our customer noted she won’t be satisfied until she receives her credit, and she sees that her next bill shows the correct amounts. 
  
  Our customer’s refund check of $12.03 was placed in the mail on June 16, 2023.  She should receive it any day now.  With regard to the next bill, it will not be generated until July 10, 2023, and it will generate at a higher amount because our customer turned off the automatic payment service.
  
  The July 10, 2023 bill will generate with a Monthly Service Charge of $58.99 + tax, in accordance with her agreement (attached), if the autopayment service is still turned off.  The representative who has left messages for our customer will manually credit the July 10, 2023 bill so our customer only needs to pay $48.99 plus the appropriate tax.  The representative will need our customer to call her once she receives the statement in the mail.  The customer should be able to verify receipt of the credit online shortly after it is applied.
  
  The Guardian representative also encouraged our customer to review her banking statement to confirm Guardian only took payment of the $49.99 activation fee, $99.83 for monitoring services, and $12.03 resulting from the new bill being for a slightly longer period of service than the original bill.  The $12.03 was put back into her Guardian account in the form of a Retention Credit and is the amount being refunded to her.
  
  We have also attached an accounts receivable history to this response so our customer can see the payments Guardian has taken to date and confirm her account balance is currently $0.00.
  
  We apologize again for the confusing billing and assure our customer it has been corrected.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:06/06/2023

  Type:Billing 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.

  Have had service with Guardian for 4 years. The touch panel on the alarm system went bad. Paid the fee and had it replaced. Without ever being used to activate the alarm the panel went out again within 5 months. Guardian will not stand behind their equipment and will not cancel my service. Will only “stop monitoring “ the account but still expect me to pay.

  

  Business Response

  Date: 06/15/2023

  June 15, 2023
  
  
  BBB of Western Pennsylvania
  ***** ********* ****

  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      **** ****** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the additional opportunity to provide an explanation for the billing our customer has experienced.
  
  Our customer is unhappy Guardian quoted a service fee to replace his security system’s touch panel when it had been replaced within the last year. He feels Guardian does not stand behind our equipment and will not release him from his agreement. He requested to receive a free replacement panel or be released from his agreement without penalty.
  
  For background, our customer’s system was sold and installed in February 2020 by AAA Home Security, LLC (AAA), an authorized dealer of Guardian Protection. AAA and Guardian stand behind the equipment installed as evidenced by the Limited Lifetime System Repair plan in the Sales and Installation Agreement. This repair plan notes the customer will pay a trip fee for each covered repair. Despite the terms Limited Lifetime System Repair, Guardian currently provides a co-pay free 90-day warranty, with some exclusions, on newly installed equipment. After the 90-day warranty expires, Guardian continues to stand behind the security system equipment by offering the Limited Lifetime System Repair plan with a co-pay, rather than bill time and material charges.
  
  Guardian did research our customer’s equipment issues further after receipt of this complaint. We found we too had concerns about the panel losing power and becoming unresponsive twice within 6 months. A Guardian representative reached out to our customer to learn more about the environment and situation. Our customer collaborated with Guardian and agreed to meter the voltage to the outlet the panel was plugged, into since there was a possibility the issue is with the electrical wiring in the home. Our customer ran voltage tests multiple times a day for several days. He found no issues with the electricity being delivered to the outlet.
  
  Upon learning the customer’s outlet did not appear to be an issue, Guardian made an exception and agreed to waive the co-pay and any time and material charges that would normally have been billed. Service was scheduled for June 15, 2023. Both Guardian and our customer are hoping the issue is fully resolved for years to come.
  
  Thank you for providing Guardian with an opportunity to research this matter further and attempt to resolve it. Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/18/2023

  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.

  I am getting a voicemail (even though I blocked the number) every single day. I am not a customer, have never been a customer, and have called the company two times to get my number removed from their automated system. The message is that the alarm system at *** ******* ***** ******* has had a cellular communication failure. I called on 5/12 and spoke with someone and on 5/16 and spoke with someone also about this. Both times I was told this was going to be handled, and it was not. I am getting daily calls and daily voicemails and I need my number removed from this account and business, as this is bordering on harassment at this point.

  

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ***** ***** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the additional opportunity to review and resolve the complainant’s issue.    
  
  The complainant advised she has been receiving phone calls from Guardian even though she has never done business with Guardian and blocked Guardian’s numbers.  She noted she called Guardian and tried to resolve the issue, but the calls continued even though she was told this was going to be handled.  She has requested removal of her phone number from the account and any other business records where it is listed.
  
  Guardian would first like to apologize for the delay in resolving this issue.  Due to the liabilities in this industry, Guardian first had to attempt to review the phone number discrepancy with our contract signer for the account and services.  Unfortunately, our customer has been non-responsive.
  
  Upon receipt of this complaint, Guardian conducted a further review of the situation and received management approval to remove the complainant’s phone number from our existing customer’s records.  Guardian followed up with the complainant after the number was removed. She confirmed the issue appears to have been resolved and agreed to contact Guardian should she start receiving calls again.
  
  Thank you for bringing this matter to Guardian’s attention to ensure it would be resolved.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 06/06/2023

  From: ***** ***** ************************
  Date: Tue, Jun 6, 2023 at 1:47 PM
  Subject: *** ** * ********- Guardian Protection
  To: [email protected] <[email protected]>
  
  
  This matter was resolved correctly and shortly after I put the complaint in.
  The company reached out to me and did a couple of tests and then was able to get my number off of their list.
  
  ***** *****

• Initial Complaint

  Date:05/15/2023

  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 had a Subway at the above location for 15+ years & I have using the Guardian Protection Services for Alarm & fire monitoring for more than 8-10 years. Account Name Subway - Account # 742337 In Dec 2022 I closed my Subway location for good & informed Guardian Protection & have paid up all my dues till Jan 2023. I had called them in early January 2023 & couple of times after that & have repeatedly told them that that location has been closed permanently as of Dec 23, 2022. After that I was out of the country for about 2 months & they keep sending me invoices for later months even though there is no service provided as all the phone & internet connections have been disconnected. Now last week I have received another invoice threatening me that if the balance is not paid they will send it to collection. I request you'll to call & ask them to stop harassing me unnecessarily.

• Initial Complaint

  Date:05/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed an agreement with Guardian Protection on 21 Aug 2014. That contract expired after 60 months (two years). Since the contract expired they continuously raised the price for services (without notice). But I continued to pay for the service. I called (on 9 May 2023) to cancel the service. Unfortunately I had already paid for services (automatically thru my bank) for the month of May 2023. They informed me that I was on the hook for an additional 30 days since it stated in the expired 2014 contract that they required a 30 day notice. I informed them on a follow-up call on 10 May I wanted to cancel immediately and asked that they return the funds. They refused and again cited the expired contract. I do not believe I should be held to an expired contract and believe this is a unfair business practice on the part of Guardian Protection. I request that my funds be returned to me. I can see paying for a 2 day cancellation fee but 30 days is too much. While the amount is not large, I believe the company is taking advantage of their customers and should be stopped from this shoddy business practice. I included a copy of the expired contract. The info the company cited from the expired contract is in the fine print paragraph labeled Monitoring.

  

  Business Response

  Date: 05/12/2023

  May 11, 2023
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:      ***** ********* ********* ** ********
  
  **** *** *****
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to provide a response.
  
  The complainant states she signed a contract with Guardian on August 21, 2014 that expired after 60 months.  She states she had several price increases without notice, and when she finally decided to cancel services, she was unhappy to be advised Guardian requires a 30-day notice.  She feels Guardian is taking advantage of our customers. 
  
  Regarding the rate increases, Guardian provided notice of the upcoming rate increase on our customer’s statement the month before the increase would take effect.  As Guardian and its customers updated practices to become more environmentally friendly, notifications of rate increases were included on our customers’ electronic statements rather than via a notification sent in the US mail.  A copy of the statement with the most recent rate increase notification is attached.
  
  With respect to the cancelation policy, our customer’s agreement states a written notice must be submitted, but Guardian sent our customer an electronic document to prevent a further delay while awaiting her written notice.  Guardian’s cancelation policy requesting 30-days’ notice is standard in the industry.  Guardian, and many other monitoring companies, pay vendors in advance for services that support some of the features being provided, such as Verizon for the dedicated cellular line our customer’s system has to our Monitoring Center, and Alarm.com which powers the Guardian app and certain system alerts. The cancelation process takes time when other suppliers are involved and the 30-day notice provides time for all parties to coordinate the cancelation.
  
  Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 05/12/2023

  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:04/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service plan with Guardian Protection Services. I have been with them for over seven years. Had some issues with my fire alarm continuously going off, call the company they told me it's just set up that way then the panel wouldn't turn off so I ripped it out of my ceiling. They were going to update the panel board which was out of date. I set up two different appointments for two different time frames took off of work my daughter for one day took off of work and left school. I took a day off of work this Saturday and passed up extra money because they made appointments from 12 until four on both occasions there were no calls no shows and I'm still without my upgraded panel but I still have current charges with the Guardian Protection Services disappointed they tell me that it's going to take three hours for an install. I already have all the components they're just coming to put in an updated panel board and yet no one has the courtesy to call me to reschedule they just up and reschedule or they don't show and I have a problem with that. This is a big corporation are used to work for them and I find it irresponsible and disrespectful to schedule an appointment and someone not call or not show and I would like to file a complaint

  

  Business Response

  Date: 05/08/2023

  May 8, 2023
  
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ****** ********* * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian is a customer-centric organization and values the opportunity to address any concern.    
  
  Our customer stated she had two service appointments scheduled, for which she and her daughter took off work, but a technician did not show for either appointment and she did not receive a call either date advising a technician would not show. 
  
  Guardian reviewed our customer’s account.  Our records show the original service appointment was scheduled for April 17, 2023 with a technician arriving between Noon and 4:00 PM, with the customer requesting the technician arrive as close to 4:00 PM as possible. We found her account was not noted until 3:56 PM that very day that the appointment could be honored.  Guardian sincerely apologizes to our customer for the lack of advanced communication and the need to reschedule.  Our records show the appointment was rescheduled for April 29, 2023 with arrival between Noon and 4:00 PM, that a technician did arrive on April 29th within the appointment window and upgrade was completed. 
  
  Guardian tried reaching our customer to find out if our records were incorrect as they only indicate one appointment was missed, but we were not successful in reaching her.  A Guardian representative had already placed a credit equal to one month of service on our customer’s account on April 19, 2023 due to the issue with the first service appointment.  Guardian placed an additional credit on our customer’s account, equal to two months of service, on this date. Our customer can confirm the credits and her current balance online or by calling our Customer Care department.
  
  Thank you for informing Guardian of this matter and providing us with the opportunity to address it.  Guardian would like to thank our customer for her patronage and once again apologize for the inconvenience caused by the canceled service appointment and lack of communication on April 17, 2023.   Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team