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.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2023
Type: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 moving to a new address out of town that guardian does not provide service. They say I must pay $750 early termination fee. I do not feel I should have to pay since I am moving where they cannot provide service.
Business Response
Date: 04/19/2023
April 19, 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 values the opportunity to review his account and address his complaint.
Our customer stated he is moving to an area where Guardian is not able to provide service. Our customer is upset Guardian has asked him to pay the $750.00 Early Termination Fee in accordance with the terms and conditions of his Monitoring Agreement dated October 13, 2021.
Guardian is a customer-centric organization and tries to provide alternatives to paying an Early Termination Fee when our customers move. However, Guardian is not a nationwide company and cannot guarantee these options are always available. Like many other businesses, service areas may change from time to time and stores/branches may close. It is for this reason there are no agreement terms regarding the relocation of services to a new property or the ability to release a customer from their agreement if the new owner would subscribe to Guardian for the monitoring of the existing security system.
A review of our customer’s account found we did not perform a full installation. Guardian first met with our customer on site to reprogram and test the existing system, set up his remote access and control, and provide training. This service visit was performed at no charge. Guardian had a technician on site again, approximately two weeks later, to install a video doorbell at a discounted amount in exchange for an extension to the term of the agreement he had signed just weeks earlier.
Guardian recoups the cost of free and discounted installation and service appointments over the course of a customer’s monitoring term and makes business decisions and commitments to third-party vendors based on this same term. At this time, Guardian has not yet recovered its investment at this site, however, Guardian’s investment for this customer is lower than that of a full system installation.
Guardian has offered to accept a reduced early termination fee should the buyers not activate monitoring services with Guardian after they take ownership of the home. Our customer indicated he found the offer satisfactory.
Thank you for informing Guardian of the additional concerns. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 04/19/2023
[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:04/10/2023
Type: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 never signed the contract with the Guardian Protection and never received its services ever since I moved into this address more than six years ago in 2017. However, I started receiving its statements, along with late charges, from February 2023. This house was NVHomes model home before we moved in and they had services with Guardian Protection. I spoke to Ms. Nancy at the customer service department on March 7, 2023 at 9:15 am. She confirmed that I do not have contract signed with them and stated that she removed my false account while I was on the phone with her. She has assured that I will no longer receive any bills, but I still do.Business Response
Date: 04/11/2023
April 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 the above referenced complaint and values the opportunity to resolve her issue.
The complainant noted she never signed a contract with Guardian, never received services from Guardian, but started receiving statements more than six years after moving into the home she had purchased from NVR. She believed the billing would be stopped and the balance credited after her conversation with a representative on March 7, 2023, but she has since received another statement.
Upon receipt of this complaint, a thorough review of the history of services at the premises was performed. Guardian found we initially installed the system and provided monitoring services for NVR Homes when this site was a model home. Guardian also found there was in fact an electronic agreement signed by the complainant on March 15, 2017. However, the services were never transferred from NVR to the complainant and the agreement should never have been considered active. The representative the complainant spoke with was unable to share this information with the complainant because she wouldn’t confirm her identity.
Guardian also found the account and services for NVR homes were not terminated properly when the services did not get transferred to the complainant. This resulted in continued monitoring and the reactivation of billing, in error, when Guardian started receiving notifications about the system’s cellular communication. As of this writing, the billing and the monitoring services have been terminated. The removal of the account balance will occur on May 1, 2023 as per the automated cancelation process. A representative left a detailed message for the complainant today as to what to expect, as well as her contact information should the complainant have additional concerns.
Guardian apologizes for the error and appreciates the complainant’s patience while we resolve this matter once and for all. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 04/11/2023
[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:04/06/2023
Type: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 charged me after I closed my account. This is after paying for services that I did not receive for over 3 months because they upgraded their system and would not offer weekend installation. However, it conveniently became an option when I attempted to close my account. Even though I had not received services for over 3 months, I still had to pay the month of March even though I was not receiving services and had not received services since November/December of 2022.Business Response
Date: 04/10/2023
April 10, 2023
BBB of Western Pennsylvania
520 E Main Street, Suite 100
Carnegie, PA 15106
*** **** ******* * ********* ** ********
**** *** *****
Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to provide a response.
Our customer states Guardian charged her after she closed her account. She also states she did not receive service because we upgraded our system and would not offer weekend installation, but it was conveniently offered as an option when she attempted to close her account. She noted she was upset for having to pay services through March even though she was not receiving services since November/December 2022.
Our customer called to cancel her account on February 24, 2023. Please note, this was the first call our customer had made to Guardian since November 6, 2020. The representative she spoke with offered her a Saturday service call since the option had become available during the past 27 months, which included the waning of the pandemic. Our customer declined and the representative agreed to waive the 30-day cancelation policy and cancel her account effective March 4, 2023, the date our customer had paid through. There was an error with the processing of the cancelation that resulted in two additional payments being taken out of her checking account. In fact, Guardian had processed the refund of the March 5, 2023 and April 5, 2023 payments prior to receiving this complaint.
Regarding the lack of service, our customer didn’t have service since the beginning of the new year because she never responded to Guardian’s multiple alerts, sent via email and US Mail, advising that her 3G cellular communicator would not function after 12/31/2023. Please note Guardian made no upgrades to its systems; the ceasing of 3G cellular communications ended as a result of the U.S.’s largest wireless carriers shutting down their 3G networks. While Guardian may not have received signals after the shutdown, Guardian continued to work on behalf of our customer by notifying her, and her emergency contacts, on a daily basis beginning January 3, 2023 about the need to resolve a communication issue. Our customer did not respond until February 24, 2023.
In summary, Guardian is refunding the March 5, 2023 and April 5, 2023 payments taken in error and her account was canceled in accordance with the terms of her monitoring agreement. She should receive her refund within two to four weeks. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:03/22/2023
Type: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 moved on 3/9/2023. I contacted Guardian on 3/13. They require a 30 day notice period. It cost me around $100 for this additional time. Here is my problem. There is something wrong with the equipment in the house, we no longer own. The equipment is faulty and are unable to communicate with the cellular system. We started receiving phone calls about this. I explained to several reps that we do not own the house anymore. Here is the deal - I want my money back because per their records they are not able to provide the service we are paying for, due to faulty equipment. Thank youBusiness Response
Date: 03/23/2023
March 23, 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 has expressed dissatisfaction with Guardian’s requirement for a 30-day notice of cancelation, which cost her around $100 for the additional time. She feels she should not have to pay for 30-days because the equipment is in a home they no longer own and the equipment is faulty and not communicating.
Upon receipt of this complaint, Guardian conducted a review of our customer’s account. Our customer contacted Guardian on March 14, 2023 to request cancellation of the services. Per the terms of her Monitoring Agreement, Guardian agreed to terminate services effective April 13, 2023. Guardian pays vendors in advance for services our customers subscribe to, such AT&T for her system’s dedicated cellular line and Alarm.com for use of the Guardian app, and Guardian can’t guarantee exactly when these services will be terminated on our customer’s behalf.
Our customer’s final payment to Guardian was $94.05. At the time of our customer’s call and payment, she had a balance due in the amount of $51.30 for monitoring services from February 21, 2023 through March 20, 2023. The additional $42.75 she paid is the amount that was needed to pay through April 13, 2023 per the agreement terms for cancelation.
As our customer has shared, the system is not currently functioning properly and she is still receiving notifications. It appears the system was unplugged or removed by either our customer or the buyer last week and not the result of faulty equipment. The receipt of notifications is also serves as evidence the cancelation process takes time.
Thank you for informing Guardian of this matter and giving an opportunity for response. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:03/17/2023
Type: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 up for new services through Choice Home Warranty and paid for the 1st month of monitoring of 49.99 on March 8th. Guardian removed an additional $64 from my account and told me it's going to take 7-10 days to get it back. This is a double payment if I've already paid for the 1st month through Choice Home Warranty.Business Response
Date: 03/24/2023
March 24, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
*** ******** ****** * ********* ** ********
**** *** *****
Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address our customer’s concerns.
Our customer expressed a concern about being double billed for monitoring services and had requested a refund of a possible double payment.
Guardian reviewed our customer’s account and agreements. We found the $49.99 payment made by our customer to our authorized dealer, Choice Home Warranty, was the amount due for the sale and installation of the system. Specifically, it was a payment of the $49.99 ACESLite Activation Fee noted on the Sales and Installation Agreement (attached.)
The activation fee is coincidentally the same as our customer’s Monthly Service Charge of $49.99 before tax, lending to confusion. The fist invoice for services being rendered, in the amount of $63.24 was a pro-rated bill for monitoring services from March 10, 2023, the activation date, through April 15, 2023 and included tax as the services are taxable in her state. Our customer’s future monthly bills, provided she doesn’t add additional services, will be for $49.99+tax and will bill on the 16th of each month.
A representative left a detailed message for our customer and it appears she called back to a Guardian’s Customer Care representative who was able to review the billing with her and clear up the confusion.
We welcome our new customer to the Guardian family and thank you for providing Guardian the opportunity to resolve this matter. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:03/16/2023
Type: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 constructed a Beazer Home in Indiana in 2018. Beazer had us make all the decisions about the materials (floors, cabinets, fixtures, plumbing etc.) to be used in house in only two weeks. One thing Beazer offered (we later learned this was wrong) was a chance to wire our house for Ethernet and CAT5. We agreed to pay for "upgrading the wiring". When we moved into the house in September, 2018, we were pleased to see all the Ethernet and CAT5 jacks were installed. We were pleasantly surprised that there was also a security system installed. We had not ordered it, but we assumed that was part of the "wiring upgrade". It was not until we received the first monthly bill for $45.99 did we learn that we had to pay for this security service. We decided to give it a try, but after 9 or so months, we decided that Guardian Protection services were not a good value. We were not using the alarm system and did not like the warnings of doors being open or closed. Getting a warning every time the dog went our or came in did not improve our security. Broken glass protection was not needed. In other words, we wanted to stop the monthly payments. We were shocked to learn that we were locked into a 60-month contract at $45.99/month, which was $4259.40 for "upgraded wiring''. We felt that we had been robbed in broad daylight--if we had been told that we were buying a home protection system for 5-years, we would not had the "upgraded wiring" installed. We sold the Fishers house in November, 2022, and moved to Wisconsin. We called Guardian to cancel the remaining contract (about 11 months). We expected that the new owners could decide whether they wanted to continue the service. This was not the case--we would have to pay for the service, whether or not the new owners wanted it. They declined. So, we did not use the service or live in the Fishers, Indiana house for 11 months of the contract. That $505.89 that we paid for nothing.Business Response
Date: 03/21/2023
March 21, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15136
RE: ****** ****** * ********* ** ********
**** *** *****
Thank you for forwarding this customer’s complaint to Guardian Protection Services, Inc. (“Guardian”).
Our customer has expressed dissatisfaction related to Guardian’s request he satisfy the initial term of his Monitoring Agreement. Our customer has made payment to satisfy the agreement, but Guardian would like to provide some clarification to this customer’s account history.
Guardian’s records for this customer include a Sales and Installation Agreement; Monitoring Agreement; Notice of Cancelation allowing the cancelation of the transaction without penalty within three business days from signing the paperwork; and an Addendum to Sales and Installation Agreement detailing the equipment and any applicable charges. Guardian also has photos of our customer’s floor plan marked up with two different colored highlighters identifying the locations where security system equipment would be installed, and where low voltage wiring would be performed. Guardian is able to attach the documents but not the photos to this complaint.
When reviewing the Monitoring Agreement, we found our customer initialed Section D) 1) Monthly Fees / Billing, indicating he was aware of a Monthly Fee prior to the activation of service and receipt of the first bill, and Section E) Term and Automatic Renewal, indicating he was aware of the 60-month initial term of the agreement. The Addendum to the Sales and Installation Agreement (Builder) provides specifics on the equipment to be installed and services rendered. The security equipment was installed at no charge, and therefore could not be construed as a wiring upgrade. The Home Wiring System Options and Audio System Options total $1,770.00. The value of the 60-months of Monthly Fees is $2,819.40 but again they were not charged for a “wiring upgrade”. In addition to enabling Guardian to recoup its costs for the free installation of the security system, the Monthly Fees also covered the costs of the dedicated cell phone line the system had to Guardian’s Monitoring Center, the costs associated with the use of the Guardian app powered by Alarm.com, and the expenses related to providing customer service and 24/7 monitoring of the security system.
Guardian also found our customer requested, prior to his closing date, that the technician who would activate the services bring a smoke detector to be add to the security system. Our customer was aware prior to closing on his new home that a security system was being installed. Our customer ended up adding two glass breakage detectors and two monitored smoke detectors on the date of activation. The Addendum for these system additions is attached.
Our customer’s payment of the seven months remaining on his Monitoring Agreement’s initial term were made to satisfy his commitment since the new owner was not interested in subscribing for the monitoring services.
Thank you for informing Guardian of this matter. We appreciate the opportunity to provide additional information and clarification to our customer. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 03/22/2023
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,
****** ******Guardian Protection's response does not address the core substance of my complaint, which is HOW Guardian does business. Did Guardian care about whether I really needed or wanted a security system? I think the answer is NO.
What happened in this case is that in the context of trying to decide the materials and features to be included in our new house, we were steered to a third-party vendor selling a security system. This agent talked initially about upgrading the wiring provided by the builder to make our new house a "smart house"--that is, one that allowed networking of computers, TVs and other devices. This is what we believed we bought and paid $1700+. The security system was an afterthought that we believed we could try and, if we did not want the service, we could cancel. This was our understanding.
We spent almost a year learning the features of the system and spending extra money because the system installed DID NOT SECURE THE HOUSE. We had a one-story house with a walk out basement. The main floor had protection on the doors, but the basement only had the door secured. There were large windows on the basement walls that could easily be broken and provided entry. So, we added broken glass protectors, which ran on batteries and were not powered by the installed system. These detectors were on a 11-foot ceiling. It was difficult and dangerous to have to change batteries, and the detectors kept falling off the ceiling, which raised another maintenance issue. Finally, we decided that it was not worth $45.99/month.
It was only then that we learned we were locked into a $2700+ contract. So, basically, we willingly paid $1700+ for wiring, but actually paid over $4400 for the wiring. The security system was a waste of money.
We sold the house Guardian wired about 4 years into the contract. We then learned that the contract did not transfer to the new owner--we still needed to pay the entire amount. The only way that we might get a partial refund would be if the new owner assumed the payments. They did not.
Would Guardian have wired the house if we had we declined the protection service? We were NOT offered that option, but I believe now that had we declined the protection, they would not have wired the house. Or, had the Guardian sales person said that he could wire our house and provide a security system for 5 years for $4400+, we clearly would have said no.
There is something called "informed consent", which means that the seller makes sure that the buyer truly understands what he or she is buying before "checking the box". Our salesman didn't care about us or our needs--he just wanted his commission.
Return business is the keystone of a good sales environment--make sure that the customer will want to come back to your business (and you) the next time. Treat your customer with respect and understanding of their needs. I wish Guardian would have treated me this way.
I hope my account will alert people wanting a security system to read everything you are asked to initial or sign. If fact, ask to take the documents home so that you can be sure what they told you was true and there is no information in the contract that you were not informed of (like there is not trial period). This is the only thing you can do to protect yourself from predatory sales people.
Business Response
Date: 03/30/2023
March 31, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15136
RE: ****** ****** * ********* ** ********
**** *** *****
Thank you for forwarding our customer additional remarks to Guardian Protection (“Guardian”) and would like to address them.
Guardian is sorry to hear our customer’s builder rushed them through the selection process. Unfortunately, Guardian has no control over the builder’s schedule.
Guardian partnered with the customer’s builder to provide a specific amount of low-voltage wiring. Like many features in a home, upgrades and options are available. Guardian absolutely would have installed the basic wiring package without the purchase of upgrades/options. Guardian would also like to note the items our customer selected for installation by Guardian are listed as options on the “Addendum to Sales And Installation Agreement (Builder)” under the headings “Security System Options Descriptions”, “Home Wiring System Options Descriptions”, “Audio System Options Descriptions” and “Other System Options Description”.
The Addendum mentioned above can be located in the copy of the electronic paperwork attached to Guardian’s initial response to our customer’s complaint. Guardian’s expectation is for our customers to read the documents they are executing. If our customer didn’t have the time to read the entire agreements when meeting with the Guardian representative, he should have taken advantage of the three-day period they have to review the documents thoroughly and cancel the transaction without penalty if he wish.
In his correspondence dated 3/24/2023, our customer warns future customers to ask to take the documents home for a thorough review. Guardian is in full agreement that our customer’s need to review their paperwork in its entirety if they had not done so when signing. Regarding the matter of customers asking to take the documents home, our customer signed the documents electronically and a copy of the paperwork was sent to his email the very moment he finished executing them. He had five days, rather than the three days required by law, to review the documents in their entirety and call with any questions, desired changes, or to cancel the transaction, but apparently did not do so.
Thank you for informing Guardian of this customer’s additional feedback. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 03/30/2023
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,
****** ******Guardian still does not accept responsibility for doing business in the high pressure environment that Beazer created. Why didn't Guardian contact me separately by sending me an offer, and if I expressed interest, allow me to fully understand your proposal and ask questions at my leisure? Telling me (now) that I had 5 days to read a bunch of fine print in the context of trying to answer Beazer's questions about what options we wanted is hardly reassuring.
Note that after the two week interval where we selected all the options for Beazer and signed a contract, there was over a THREE MONTH DELAY before the first spade of dirt was turned to start construction. This would have been a perfect time to meet with your representative and review the options offered by Guardian. I would have accepted the offer to upgrade the network wiring in the house. I also would have accepted the Guardian Protection plan, had I had 6 OR MORE MONTHS TO TRY OUT THE SYSTEM before being locked into a 5-year contract that had to options for cancelling.
What happened, in fact, was Guardian locked me into a 5-contract 9 MONTHS BEFORE the house was completed and I had NO OPPORTUNITY to see what a security system was capable of.
Does a standard Guardian contract allow no time to try out a system before locking one into a 5-year contract? If so, I think that is a lousy way to do business, and I would never do business with any company offering a long term contract without a TIME TO EVALUATE THE SERVICE or product.
As far as a resolution is concerned, I would like a partial refund. I lived in the Fishers house for only 4 years of the 5 year contract. I received the fire and police services, whether I wanted them or not.
What added insult to injury was that after I left the Fishers house, I received nothing from Guardian--no protection from fire, intruders etc. for the last 12-months of the contract. Will Guardian now install a system for 12-months in my new house? I doubt it, so refund so refund one-year of payments and we can go our separate ways.
Business Response
Date: 04/04/2023
April 4, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15136
RE: ****** ****** * ********* ** ********
**** *** *****
Thank you for forwarding our customer’s most recent correspondence regarding the above referenced claim.
Regarding the Beazer home selection process, Guardian is a vendor of Beazer Homes and does not oversee their selection process, schedule, environment, construction schedules or any other aspect of their business. Guardian is subject to the same schedule and high-pressure environment that Beazer Homes’ home buyers experience. This is the very reason the Sale & Installation and Monitoring agreements are created; to protect both the consumer and the provider by defining the services to be provided, rates, terms, and obligations of each part. Again, the documents signed by our customer included a Notice of Cancelation that informed him he may cancel the transaction without penalty or obligation within three business days or by the date noted on the notice.
With respect to Guardian’s agreements, the terms and conditions are similar to agreements used by other security companies providing heavily discounted professional installations in exchange for a monitoring commitment; ADT, Brinks, Vector and Vivint to name a few. Because these providers make a significant investment when the new security hardware is installed and activated in a home, the costs of such hardware are recouped by the provider over the initial term the contact, which is usually no less than thirty-six months and dependent on the discounts afforded. Security providers investing thousands of dollars in labor and equipment, with little or no upfront cost to the consumer, are no more likely to offer six month trials than Beazer Homes or any other contractor or vendor of Beazer Homes.
Guardian abided by the terms of the agreement and the expectation is that our customers do the same. The monitoring term should not be a surprise to this customer since the end date of his term was confirmed with him verbally and via email on 6/29/2020 when he called Guardian about an equipment issue. And the fact our customer had no service for the past 12 months is not a result of an equipment or service issues, but rather a change made by our customer. If our customer had an interest in relocating the service when he sold the home, Guardian would have been happy to provide several quotations based on the equipment and term desired at the new home, whether the term was for his remaining months, 36 months or 60 months.
For the reasons stated above, Guardian will not be issuing any refund. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:03/13/2023
Type: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 underwent a contract with Guardian Protection with the understanding that we could take the alarm with us if we moved. The primary reason we wanted the service was for the call button for my elderly mother. We did indeed move a little over a year later as my mother had to go to an assisted living facility in Longview TX and we moved to Kilgore nearby. Guardian informed us they did not service the area we moved to but would not let us out of our contract. The new homeowner at our previous location did not want the service. We mailed the equipment back to Guardian but they continue to bill us even though we do not have the equipment and they do not service our area. Do to the fact that the sales pitch was misleading and we cannot get Guardian alarm service in our area, we would like out of the contract and an end to auto draft payments. We have contacted Guardian at least twice about this issue but the conversation does not go past the contract. I am not sure that there is an actual signed contract.Business Response
Date: 03/14/2023
March 14, 2023
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15136
RE: ****** **** * ********* ** ********
**** *** *****
Thank you for forwarding this customer complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to respond.
Our customer has expressed dissatisfaction related to continued billing for service at a property that she has sold. She contends her sales representative was misleading, believing she could relocate her service anywhere. In addition, she states the equipment (control panel, 5 door sensors, 1 glassbreak detector, 1 panic button, 1 video doorbell, 2 thermostats and 1 door lock) was mailed back to Guardian. Our customer has asked to be released from her agreement for services at her previous home.
For background, our customer’s security system was sold and installed by AAA Home Security, LLC (AAA) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with AAA. AAA is a separate and distinct company from Guardian, for which Guardian provided 24-hour monitoring and related services for customers whose systems were sold and installed by AAA, and later purchased our customer’s account from AAA. Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA, including security evaluations, sales processes, installation practices or any other aspects of AAA’s business.
Guardian is a customer-centric company and strives to provide options for satisfying an Agreement early when a customer moves or sells a property. However, service areas can change from time to time and Guardian can’t guarantee that options to the Early Termination fee will be available to all customers. It is for this reason that there are no Agreement Terms regarding relocation of services to a new property or transferring the service to a new owner. The Monitoring Agreement does state in Section 8. SUSPENSION; TERMINATION; DEFAULT: “Your obligations under this Agreement continue even if You sell or leave the Premises.”.
Upon receipt of this complaint, Guardian performed a thorough review of our customer’s account history. Our records show our customer entered into a 60-month monitoring agreement in exchange for an installation of the above listed equipment in her previous home at absolutely no cost to her. Her agreement did not include any special conditions allowing for other means of settling the agreement for her services in Marble Falls, TX. Guardian also has no record of any equipment received from our customer.
In addition, Guardian was also able to locate and listen to the two phone calls we received from our customer regarding her move. The first call was on 12/27/2022 when our customer first notified Guardian of her move. A representative asked if she was interested in relocating her service. She indicated she wasn’t interested because her video doorbell didn’t work the way she expected and did not provide her new address/location to the representative. The representative advised we would release her from the agreement if the new owner activated services with Guardian. She advised the home had been sold to her son and he was not interested in having the system monitored. The representative then advised she could either pay the Early Termination Fee of $1,250.00 or continue to pay monthly until the term was satisfied. Our customer said she would think about it and call back. At no time did she mention any issue with her AAA sales representative or that she had to move her mother to an assisted living facility 300 miles away.
Our customer’s next call to Guardian was made on 01/04/2023. She advised she would like to pursue relocating her service after all and provided her new address. It was at this time Guardian was able to check for services in Kilgore, TX and determine we could not provide service there. As stated above, Guardian’s agreements, and those of our authorized dealers, have no language stating we will relocate service or transfer service to a new owner. The agreement was a commitment our customer made in exchange for an no charge installation and services at her property in Marble Falls, TX. Since Guardian is unable to relocate the service and our customer’s son does not want the service with Guardian, the remaining options for settlement of the agreement are to continuing paying monthly through the end of the term or pay the $1,250.00 Early Termination Fee. Guardian would like to note there are 43 unpaid months remaining on our customer’s agreement term, with a monthly fee of $61.20 (not including tax). Guardian’s expectation was to receive an additional $2,631.60 in monthly monitoring fees but will accept payment of the Early Termination Fee to settle the agreement.
Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 03/16/2023
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.]
**** ****** **** *****
Thank you both for the quick responses:
1. Guardian also has no record of any equipment received from our customer. SEE ATTACHED PHOTO OF MAILED PACKAGE.
In addition, Guardian was also able to locate and listen to the two phone calls we received from our customer regarding her move. The first call was on 12/27/2022 when our customer first notified Guardian of her move. A representative asked if she was interested in relocating her service. She indicated she wasn’t interested because her video doorbell didn’t work the way she expected and did not provide her new address/location to the representative. THIS IS CORRECT. ORIGINALLY WE DID NOT WANT GUARDIAN TO CONTINUE SERVICE BECAUSE THEIR EQUIPMENT IS NOT UP TO THE STANDARD OF, FOR EXAMPLE, THE RING DOORBELL. WITH THE RING DOORBELL YOU RECEIVE IMMEDIATE CONTACT WITH THE PERSON AT THE DOOR. WITH GUARDIAN'S EQUIPMENT YOU RECEIVE AN EMAIL THAT SOMEONE WAS AT THE DOOR. BY THE TIME YOU ACTIVATE THE EQUIPMENT, THE PERSON HAS LEFT.The representative advised we would release her from the agreement if the new owner activated services with Guardian. She advised the home had been sold to her son and he was not interested in having the system monitored. THIS IS CORRECT . HE INSTALLED BETTER EQUIPMENT
The representative then advised she could either pay the Early Termination Fee of $1,250.00 or continue to pay monthly until the term was satisfied. Our customer said she would think about it and call back. At no time did she mention any issue with her AAA sales representative or that she had to move her mother to an assisted living facility 300 miles away. FROM THE PHONE CONVERSATION WE UNDERSTOOD THAT WE WOULD BE ABLE TO TRANSFER SERVICE IF WE EVER MOVED. WE DID NOT PLAN ON MOVING BUT CIRCUMSTANCES WITH MY MOTHER CHANGED THE SITUATION.
Our customer’s next call to Guardian was made on 01/04/2023. She advised she would like to pursue relocating her service after all and provided her new address. It was at this time Guardian was able to check for services in Kilgore, TX and determine we could not provide service there. As stated above, Guardian’s agreements, and those of our authorized dealers, have no language stating we will relocate service or transfer service to a new owner. The agreement was a commitment our customer made in exchange for an no charge installation and services at her property in Marble Falls, TX. WE DO NOT BELIEVE THIS IS A FAIR OR RESPONSIBLE BUSINESS PRACTICE. BASED ON THE NUMBER OF COMPLAINTS AGAINST GUARDIAN AS REGISTERED HERE WITH THE BBB, IT IS APPARENT THIS POLICY IS FLAWED. I REGRET I DID NOT CHECK WITH THE BBB PRIOR TO ENTERING INTO AN ARRANGEMENT WITH GUARDIAN.Since Guardian is unable to relocate the service and our customer’s son does not want the service with Guardian, the remaining options for settlement of the agreement are to continuing paying monthly through the end of the term or pay the $1,250.00 Early Termination Fee. Guardian would like to note there are 43 unpaid months remaining on our customer’s agreement term, with a monthly fee of $61.20 (not including tax). Guardian’s expectation was to receive an additional $2,631.60 in monthly monitoring fees but will accept payment of the Early Termination Fee to settle the agreement. WE ARE WILL TO ACCEPT GUARDIAN SERVICE AT OUR NEW LOCATION BUT WE DO NOT FEEL ANYONE SHOULD HAVE TO PAY FOR EQUIPMENT AND SERVICE THEY ARE NOT RECEIVING. IT IS NOT OUR FAULT THAT GUARDIAN DOES NOT FIND SOME WAY TO SERVICE THIS AREA.
***** **** ****
Sincerely,
Agency Complaint Response TeamBusiness Response
Date: 03/17/2023
March 17, 2023
* **** ****** **** * ********* ** ********
Thank you for forwarding our customer’s additional concerns regarding this case. Guardian appreciates the opportunity to provide respond to our customer’s additional comments added to Guardian’s initial response.
FROM THE CONSUMER:
Guardian also has no record of any equipment received from our customer. SEE ATTACHED PHOTO OF MAILED PACKAGE.
We thank the complainant for a copy of the package and tracking slip. Our warehouse confirmed the package was delivered, though its contents is of no value to Guardian. Guardian would also like to note her agreements were reviewed and found her equipment was neither leased nor financed. Per Section 4 of the Sales and Installation Agreement, “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.” This clause references any fees on the Sales and Installation Agreement which are $0.00. The complainant owned the system, except for the control/transmitting device (which is inside the control panel) upon the installation. The system was installed in exchange for the separate Monitoring Agreement with an initial term of 60 months.
In addition, Guardian was also able to locate and listen to the two phone calls we received from our customer regarding her move. The first call was on 12/27/2022 when our customer first notified Guardian of her move. A representative asked if she was interested in relocating her service. She indicated she wasn’t interested because her video doorbell didn’t work the way she expected and did not provide her new address/location to the representative. THIS IS CORRECT. ORIGINALLY WE DID NOT WANT GUARDIAN TO CONTINUE SERVICE BECAUSE THEIR EQUIPMENT IS NOT UP TO THE STANDARD OF, FOR EXAMPLE, THE RING DOORBELL. WITH THE RING DOORBELL YOU RECEIVE IMMEDIATE CONTACT WITH THE PERSON AT THE DOOR. WITH GUARDIAN'S EQUIPMENT YOU RECEIVE AN EMAIL THAT SOMEONE WAS AT THE DOOR. BY THE TIME YOU ACTIVATE THE EQUIPMENT, THE PERSON HAS LEFT.
There can be lag time for video upload to a device as the upload is dependent on a customer’s internet package as well as the strength of the connection of the device the video is being sent to. In addition, there were other means of notification of someone at the door other than email. The complainant removed the system, so Guardian is unable to verify the settings the complainant had set or whether she had ever changed devices and missed the opportunity to update her notifications. Furthermore, Guardian received one phone call pertaining to a video doorbell lag-time on 04/04/2022. Guardian did not receive any other communications indicating there was a persistent issue with the video doorbell and no indication or service calls suggesting there had ever been an issue with any other part of the system.
The representative advised we would release her from the agreement if the new owner activated services with Guardian. She advised the home had been sold to her son and he was not interested in having the system monitored. THIS IS CORRECT . HE INSTALLED BETTER EQUIPMENT
If the buyer had subscribed with Guardian for the continued monitoring of the security system, with or without the video doorbell, our customer would have been released from her agreement.
The representative then advised she could either pay the Early Termination Fee of $1,250.00 or continue to pay monthly until the term was satisfied. Our customer said she would think about it and call back. At no time did she mention any issue with her AAA sales representative or that she had to move her mother to an assisted living facility 300 miles away. FROM THE PHONE CONVERSATION WE UNDERSTOOD THAT WE WOULD BE ABLE TO TRANSFER SERVICE IF WE EVER MOVED. WE DID NOT PLAN ON MOVING BUT CIRCUMSTANCES WITH MY MOTHER CHANGED THE SITUATION.
Guardian cannot attest to what the complainant’s AAA Homes Security representative told her. Guardian purchased the remainder of the Monitoring Agreement from AAA Home Security approximately a year after the system was installed.
Our customer’s next call to Guardian was made on 01/04/2023. She advised she would like to pursue relocating her service after all and provided her new address. It was at this time Guardian was able to check for services in Kilgore, TX and determine we could not provide service there. As stated above, Guardian’s agreements, and those of our authorized dealers, have no language stating we will relocate service or transfer service to a new owner. The agreement was a commitment our customer made in exchange for an no charge installation and services at her property in Marble Falls, TX. WE DO NOT BELIEVE THIS IS A FAIR OR RESPONSIBLE BUSINESS PRACTICE. BASED ON THE NUMBER OF COMPLAINTS AGAINST GUARDIAN AS REGISTERED HERE WITH THE BBB, IT IS APPARENT THIS POLICY IS FLAWED. I REGRET I DID NOT CHECK WITH THE BBB PRIOR TO ENTERING INTO AN ARRANGEMENT WITH GUARDIAN.
Guardian is proud of its A+ rating with the Better Business Bureau and the fact we have received only 235 complaints over a 3-year period as opposed to Ring’s 911 complaints over the past 3 years. Guardian believes the Early Termination of $1,250.00 which is just 47.5% of the value of the 43 unpaid months remaining on the term, is quite fair.
Since Guardian is unable to relocate the service and our customer’s son does not want the service with Guardian, the remaining options for settlement of the agreement are to continuing paying monthly through the end of the term or pay the $1,250.00 Early Termination Fee. Guardian would like to note there are 43 unpaid months remaining on our customer’s agreement term, with a monthly fee of $61.20 (not including tax). Guardian’s expectation was to receive an additional $2,631.60 in monthly monitoring fees but will accept payment of the Early Termination Fee to settle the agreement. WE ARE WILL TO ACCEPT GUARDIAN SERVICE AT OUR NEW LOCATION BUT WE DO NOT FEEL ANYONE SHOULD HAVE TO PAY FOR EQUIPMENT AND SERVICE THEY ARE NOT RECEIVING. IT IS NOT OUR FAULT THAT GUARDIAN DOES NOT FIND SOME WAY TO SERVICE THIS AREA.
Guardian is not at fault the complainant moved and is abiding by the terms of the monitoring agreement which does not include any language about relocating service or transferring service to a new owner. Again, these are alternatives to paying the ETF that Guardian offers when possible. The complainant was quite clear she did not wish to relocate service when she first called about moving on 12/27/2022. And while she indicates she’d now accept service at her new home, if Guardian was able to relocate her service, she would have had to pay for the second installation being performed within the initial term of her Monitoring Agreement.
Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response Team
*** ***** ******Customer Answer
Date: 03/22/2023
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.
I reject the explanation guardian. I do not find it acceptable for a company to continue to charge for services not rendered when customers sign on believing they will be able to transfer their contract to a new location.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** ****Initial Complaint
Date:03/09/2023
Type: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 had been loyal customers of Guardian protection for almost 20 years and overall satisfied with service. However, our system stopped working a year ago. We were told by Guardian that it was a windows, that we needed a replacement battery, a problem with our phone line and then of course that we should upgrade. Over several trips our home sat unprotected while we paid for service that we did not receive. When we attempted to cancel, we received an email that we needed to call, when we called, we were told that we weren’t clear in what we wanted and they understood “we would call back” (though we had previously emailed that we wanted to cancel which they acknowledged) and then we were told we could not cancel via phone and must do it in writing and yet never sent paperwork. Guardian is charging us for a year of service where their product did not work, where we have been unable to arm our home. And for months where we have repeatedly tried to cancel via email and via phone.Business Response
Date: 03/16/2023
March 16, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15136
RE: **** ******* ********* ** ********
**** *** *****
Thank you for forwarding this customer complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to review and resolve our customer’s issue.
Our customer expressed dissatisfaction with continued billing when she had notified Guardian of her intent to cancel via an email to our website and by phone.
Guardian does request customer’s to call to discuss cancelation got security purposes and to discuss all pertinent details related to the cancelation request. As our customer noted, she did make the call as instructed on November 30, 2022. Guardian was able to review the call and found the representative tended to speak over our customer and was not actively listening as well as she should have been.
Guardian agreed to process the cancelation as it should have been processed on November 30, 2022. Our customer has agreed to make a payment equal to one month of service due to the requirement for 30 days’ notice. Guardian has stopped the billing and credited all amounts due except the amount due for one month of service.
Our customer has indicated this resolution is satisfactory. Guardian would like to apologize for her experience when calling to cancel and thank her for her years of patronage. Thank you for bringing this matter to Guardian’s attention. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:02/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Guardian Alarm sent us a bill for a faulty doorbell replacement after the technician noted that the doorbell could have exploded and there would not be a charge for replacement. We moved in to a new home December 31, 2020. The doorbell camera required servicing on 9/23/2021. There was no charge for this service visit although the doorbell was out of the warranty period. The technician had to repair/ then finally replace the doorbell camera on 7/21/2022. The technician noted that the doorbell could have exploded, and he apologized for the dangerous situation and replaced the doorbell camera. He said that there would not be a fee and didn't leave an invoice. We received a bill dated 8/17/2022 for the replacement. We called several times trying to resolve this issue. I spoke with a manager named Ryan on 2/7/2023 who read to me from their notes that the doorbell was faulty and could have exploded and would see what he could do about the bill. He never called be back, so I called again on 2/9/2023 and was told that the bill would stand. I was told that the technician didn't leave an invoice because he didn't have to as it was Guardian who would bill us. I asked about an estimate prior to completing the work. They said that they don't provide estimates and the home office just bills consumers. We would have declined a repair for $339.91 if we were told we would have had to pay that much for a defective doorbell camera. We asked why didn't they do this the first time they completed work for the same repair on a home less than two years old at the time. Guardian said they can bill at their discretion without any prior notice or estimate. There is a major issue with this logic. We should have been told prior to completing repairs if there was even a possibility of future charges and an estimate provided. Instead we were told that due to the circumstances that there would be no charge.Business Response
Date: 02/24/2023
February 24, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
*** ***** *** ****** ***** * ********* ** ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issues.
Our customer has disputed the service charges assessed for the replacement of their video doorbell and expressed dissatisfaction with their recent interactions with Guardian personnel regarding the service charges.
Guardian performed a detailed review of our customer’s account and all activities pertaining to the service call performed on 07/21/02022. Guardian was able to confirm communication, policy, and procedure issues occurred with our subcontractor. A Guardian representative reached out to our customer to advise the service charge for the replacement of the video doorbell, as well as late fees that have accrued for the past due service charge, would be credited in full. The credit was applied on February 23, 2023 and our customer’s account balance is now $0.00.
Guardian sincerely apologizes for our customer’s experience when disputing the service charge. Guardian representatives were quoting the service policies of our customer’s agreement due to the lack of documentation verifying the technician had advised there would be no charge.
We are grateful for our customer’s patience, patronage, and valuable feedback which will help us improve future customer experiences.
Thank you for advising Guardian of this matter and providing an opportunity for Guardian to research the matter further and resolve the issue. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 03/11/2023
[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:02/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was called sometime last week by a man saying he was going through his records and found a request we put in for service about 4 or more months ago as we are having problems with our door lock and several sensors that they installed through the house. He did state he was from guardian home protection services. He told me he could have someone come out Tuesday between 8 and 4 pm. I agreed. I take a day off work and around 2 10pm. On the 14th I get a call from a lady rep saying the tech called in and wouldn’t be able to come out to my house and wanted to reschedule for Friday. I told her to forget the whole thing. How unprofessional can you get? I took a day off to be here for this tech visit and it took them till 2pm to call me and let me know the tech couldn’t make it? That’s ridiculous. They wasted my time and my whole day. This is not a good way to treat ur customers. She claimed someone tried to call earlier and they left a message. That’s just not true. I got no message and I was here all day. I do not appreciate being treated like that at all. They are wrong. We pay for The service and this is how we get treated??? I should have been called this morning when they got the call from the tech saying he wasn’t coming in instead they make me wait till 210pm all day for absolutely nothing. There’s no excuse. I’m done with them. Never again. Absolutely ridiculousBusiness Response
Date: 02/27/2023
February 27, 2023
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
RE: **** ****** * ********* ** ********
Dear *** *****
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.
The complainant stated that after an appreciable delay he finally had a service call scheduled only to have the appointment canceled after he had taken a day off from work. He said he was finished with Guardian but his desired settlement is to have the job finished.
Guardian sincerely apologizes to the agreement signer, and the complainant, for their experience. Guardian experienced servicing issues in our customer’s area and no longer has a reliable partner to perform the level of service our customers deserve. It is for this reason that Guardian has released them from their agreement without penalty and without the need to return any equipment.
Guardian was not able to reach the complainant at the number provided on the complaint, but did leave messages at the number on file welcoming him to call to discuss this matter further. Guardian has been in communication with the agreement signer, who is aware we have released her from the agreement and will cancel their monitoring services without penalty once they find a new provider.
Thank you for informing Guardian of this matter and providing us the opportunity to address it. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 02/27/2023
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,
**** ******* I reject their stated response on the grounds that it’s totally irresponsible of them to not have a service partner in our area?? Makes no sense. They sent a tech to install it in our home but once we needed follow up service all of a sudden there’s no techs?? Again. Makes no sense. That’s not how u treat ur customers. So they can stick by their statements all they want. I do not accept their reasoning. We should have been told this from day 1. Extremely unprofessional we will disconnect service once we find another provider. And I only got one message from them. They did not leave several messages as stated.
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