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

  9852 Windisch Rd West Chester, OH 45069

  
• 

  Guardian Protection

  4423 Professional Pkwy Groveport, OH 43125

• 

  Guardian Protection

  7710 First Pl Ste H Bedford, OH 44146

• 

  Guardian Protection Services, Inc.

  100 Dominion Dr STE 101 Morrisville, NC 27560

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

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guardian is a rip-off! The way they have you enter into a contract is deceitful and misleading. They do not disclose relevant terms of agreement or cancellation fees They have you to sign on the spot, in front of a technician, on a IPAD where they preload your signature....the tech does not verbally explain any of the contract, the contract is lengthy and so many pages, & thats how they get you. Because they know you arent going to read it all while the tech waits. That's my fault I should have read it all, but that's how they get you. But never ever again. I moved from my home July 2022. I called Guardian to cancel my services. They stated I would have a 750.00 cancelation fee. Because of our situation we couldn't afford to pay 750.00 that day. So I informed the representative I would call back to pay. Fast forwarding today 02/2023, I called Guardian to pay the cancelation fee because it's tax time and I had the extra money and trying to do the right thing. They informed me that I would have to pay past due balance from July 2022 for services I was not using because it's part of the contract. They want me to pay 291.00 for past due months in addition to cancelation fees. I would never ever do business with them again. Instead of them taking the 750.00 from a loyal customer that paid their bill on time for 3 yrs and canceling the contract their representative argued with me. So unprofessional. This is a money hungry company and don't care about their customers. I explain, I will pay cancelation fee but not 300.00 extra for services im not using. I spoke with Alan supervisor 02/09/2023 who stated in August a rep informed me that I would have to continue to pay monthly until I come up with the 750.00 cancelation fee. I explained that I don't recall any rep explaining this to me. And why would I pay for a service I'm not using. As I explained to Alan if I was a company and one of my reps were refusing to accept 750.00 to end a contract I would be livid. So sad!

  

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA 15136
  
              RE:      *** ***** * ********* ** ********
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian appreciates the opportunity to address our customer’s concerns, and to clarify this matter.  Our customer has requested a supervisor to contact her.  This response will service as that contact as well.
  
  Our customer has expressed dissatisfaction with the process of completing the electronic agreements for installation and monitoring services, and for Guardian’s request she pay the current account balance in addition to the $750.00 Early Termination Fee.
  
  A through review of our customer’s account was performed upon receipt of this complaint.  Our customer received a touchscreen control panel and home automation devices as from her builder as part of her purchase.  Our customer then met with or spoke with a Guardian representative on August 9 about purchasing security devices and monitoring services. Per the attached agreements, Guardian agreed to install a FireFighter device in order to monitoring the smoke detectors installed by the builder’s electrician, 1 motion sensor and 3 door/window contacts, reprogram the existing IQ touchscreen control panel at no charge and install 1 outdoor camera for $350.00 in consideration of the 60-month monitoring commitment she entered.  A review of the Packet Final Audit Report (recorded in Greenwich Mean Time) confirms the agreements were emailed to our customer on August 9, 2019,  reviewed by her on August 9, 2019 and not signed by her until August 12, 2019.  Our customer did not sign the agreements in the presence of a Guardian employee and she had ample time to review all terms.  And while the Adobe Sign software will preload initials and signatures after the customer enters them the first time, the customer must manually click on “Apply” for each set of initials and signatures to be entered.  For the record, our technician met with our customer and performed the installation on August 15, 2019.  Our customer did sign an addendum (attached) with the technician on August 15, 2019 to change her equipment order.  An indoor camera and additional door/window sensor were added to the sale and the outdoor camera was removed.  Per the addendum, this transaction did not include a term change or monthly fee change.
  
  Guardian is a customer-centric company and strives to provide options for satisfying an Agreement early when a customer moves or sells a property.  We offer to relocate service if possible or release a customer from their agreement if the new resident of the home subscribes to monitoring services with Guardian. If neither of these options are available, our customers can either pay the $750.00 Early Termination Fee and any balance currently due or continue to pay the monthly fees through the end of  her agreement term.  This was explained, as well as the fact that Guardian does not offer an installment plan for the Early Termination Fee, to our customer on her initial call to Guardian on June 1, 2022 and subsequent calls.
  
  To date, Guardian has not recovered the expenses related to the sale, installation and monitoring term of the agreements dated August 9, 2019.  And because our customer did not pay the Early Termination Fee, her account was not fully terminated and continued to bill. While she may not have been receiving monitoring services, Guardian continued to have overhead expenses related to her account.  Our customer’s last payment was made on July 29, 2022.  There are approximately 24 unpaid months remaining on her monitoring term, with a monthly fee of $51.99, totaling monies due of $1,247.76 through the end of the term in August 2024.  Because our customer did not make any payment after July 29th a balance of $291.45 has accrued.  Settlement of the account now would require a payment of $1,041.45.
  
  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 Team

  Customer Answer

  Date: 02/10/2023

  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.
  
  As stated before this is the company scheme as shown in many of the other complaints.  I'm not the only one that feel this company take advantage of new home owners and others that utilize their services. This company knows exactly what they are doing an need to be investigated. 

  This is unacceptable.  I will do further research on this matter and see what else can be done. This is not fair that they can continue to bill someone for services they are not using.

  I'm asking that this company no longer contact me regarding billing matters via phone, email, nor letter. 

  Regards,

  *** *****

• Initial Complaint

  Date:02/08/2023

  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 purchased an installed alarm system included screen monitor, monitoring to command center and all door/window sensors for thousands of dollars December 23, 2014. I also pay a monthly monitor fee of $44.89. The screen panel seemed to be broken a few months back. Making tapping sounds as if I was entering commands yet I wasn't near it. Changing screens on it's own. I called and a man walked me through resetting it by disconnecting the battery, unplugging, and then re-engaging. Yesterday, it did the same thing all day long, entering codes and in the end it engaged the alarm, where-in it notifies police and I was unable to shut it off. I called and was instructed to completely shut it down and they canceled the police. The screen is faulty. I was told a technician could come out for $125 per 30 minutes however the screen is no longer one that is valid, they don't have it anymore OR I could purchase a new version for $240 and a 2 year contract. I'm moving out of the country in June but that's not the point. As I explained to them, to simplify it, I pay for netflix monthly and I expect Netflix to work. I have a faulty screen that sets an alarm to call the police OR you make me pay for a screen that works even though I've already paid thousands for it. Their answer is "correct, sorry". This is fraud and bait and switch. I should have a machine that works. Now I have a faulty machine that has to remain unplugged, with a huge plug laying on the ground while I try to list my house and say "sorry, if you remove that there will be a big hole in the wall behind that screen where Guardian installed it because Guardian sells damaged goods". They need to install a working screen at no cost to me.

  

  Business Response

  Date: 02/15/2023

  February 15, 2023
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  ***      ********* ******* * ** ********
  
  **** *** ***** 
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced matter. Guardian appreciates the opportunity to address our customer’s concerns.
  
  Our customer states she paid thousands of dollars for a security system installation in December 2014, as well as monthly fees. Her touchscreen control panel stopped working properly and she is dissatisfied with Guardian’s offers to repair or replace the panel  under our billable rates or upgrade the panel at a discounted cost in exchange for a new monitoring commitment.  Our customer states Guardian sold her “damaged goods” and feels Guardian should replace the touchscreen control panel at no charge.
  
  Guardian reviewed our customer’s account upon receipt of this complaint. Guardian found that while our customer paid around $1600 for system installation at a previous property, our customer received a relocation promotion and Guardian performed an installation at the current property for just $200.00.  With regard to our customer stating Guardian sold her damaged goods, we would like to note the control panel has worked from December 23, 2014 until February 7, 2023 without issue.
  
  Our customer’s system came with a limited warranty that does not cover repairs or replacements of consumable items.  Our customer’s control panel is a consumable item and is no longer manufactured; it is much like a cell phone that can no longer be purchased or traded in for a new model.  That being said, Guardian was able to locate a replacement for her security system’s obsolete control panel that should enable the system to function again.  Guardian would like to note this replacement panel is also obsolete but functioning.
  
  Guardian has contacted our customer and offered to replace her control panel for a flat fee of $150.00 + tax due to her many years of patronage and history with Guardian.  She fully owns the equipment Guardian installed in her home.  If she chooses not to pay to have the panel replaced and prefers to continue with the termination of her account, she is free to leave the system as is or remove it and dispose of it.  Our customer is considering her options.
  
  Thank you for the opportunity to perform a further review and provide our customer with another option. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 02/15/2023

  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 did not pay only $200.  IF that is actually what you have on record then perhaps there's another issue going on with your sales rep. Further, how could you possibly charge $1,600 at one address and only charge $200 at another address a number of years later.  Makes zero sense.  However, it's not functioning and very curious that you would offer to replace a broken display with an obsolete display, still at a cost.  Unacceptable.  In reading a multitude of reviews about Guardian Protection as of late, this seems to be the norm.  Also, I was told I would be getting a call from a manager not a liaison.  They just don't follow through on anything.
  
  
  Regards,
  
  ********* *******

  

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  ***      ********* ******* * ** ********
  
  **** *** ***** 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of our customer’s additional comments regarding her complaint and Guardian’s response.
  
  Our customer does not believe she only paid $200.00 for the installation of a new system in her new home when she moved.  We’ve attached are copies of the sales/equipment information for the installations and 2014.  It appears our customer required less equipment in her new home and received more discounts than with the sale and installation at her previous home.
  
  Our customer’s control panel is a consumable item that is no longer covered by the Limited Warranty or Repair Agreement.  Guardian has given her several options to obtain a working system: to install new Qolsys IQ control panel and connect all the existing devices for $249.00 with a new monitoring commitment;  pay time and material service charges for the installation of a new Qolsys IQ4 control panel and connecting the existing devices; or pay $150.00 for the installation of a working SimonXTi5 control panel and connecting of the existing devices.
  
  These are Guardian’s final offers. At this time Guardian is proceeding with the cancelation our customer requested and discussed with a Customer Loyalty Representative on February 7, 2023.
  
  Should you have any further questions, please contact Guardian directly at  (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1.  The business stated I only paid $200 yet that was for "additional" equipment - perhaps the display screen, unsure but read further up on that bill of the charges.  I could not understand how my total bill would only be $200 for every window and door sensor, including the overhead garage door and the display unit and my prior residence, with the same was substantially higher in price some years earlier.  Now I believe you might only be referring to one piece of equipment.

  2. You said you didn't have the display panel that I had yet I could purchase one for $240 plus a 2 year contract which is impossible given my move date.  Or have a repair man repair something that, clearly stated, can't be repaired, at $125 per 30 minutes and then miraculously you found a unit like mine, which is obsolete for the price of $150 plus tax.

  3. In looking in your reviews both all over the internet, this is your standard response to faulty systems.  Now I understand why people opt for other companies and wish I had researched you further prior to purchasing at my first address and for that matter the second.  

  4.  When your sales guy makes these big money sales, it might be wise for him to tell people, this only has a XXX year life span and will need to be replaced at a price of at least a few hundred and a locked in two year contract.  

  5.  I was told a manager would call and when I received a call, again, it was from a liaison, not a manager and I still haven't spoken to any Sr. Executive in this company.

  In my view this company, and as their internet reputation shows, does not take responsibility for substandard, no customer service in regards to matters such as these and

   they aren't in the wrong, unless you pay them more money and then they might admit to fault.  In following many threads on the internet on many different sites, this is what this company does until the current, now prior customer throws their hands up in the air.  I can only hope enough people see and just switch to ring, or any other security service for that matter.  I'm done.

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

• Initial Complaint

  Date:01/23/2023

  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 reached out to Guardian Protection in an attempt to cancel the security system due to the fact I do not use it, work from home, dealing with a serious medical condition requiring hospitalization, and one of the many employees faced with the potential of losing my job; the cancellation fee they quote me despite me having had the service for 2.5 years was the fee if I kept the servicefor the full time period. I do not feel this is fair and feel that based. I cannot afford the service anymore - they can check their records and my alarm system has not been turned on or used for almost a year.

  

  Business Response

  Date: 01/24/2023

  January 24, 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.
  
  Our complainant has requested cancelation because she is not using her security system and states she may lose her job. She believes she has had the service for 2.5 years and feels the Early Termination Fee is equal to the value of the remaining term and unfair.  Our customer requests Guardian to reduce the Early Termination Fee.
  
  Upon receipt of this complaint, Guardian preformed a thorough review of the customer’s account history, From the installation date, October 2, 2020, to the present.
  
  For background, our customer’s security system was sold and installed by Midwest Smart Home Pros (Midwest) (Ranger) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with Midwest.  Midwest 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 Midwest, and later purchased our customer’s account from Midwest. Guardian does not control any day-to-day business activities or any internal policies or procedures of Midwest, including security evaluations, sales processes, installation practices or any other aspects of Midwest’s business.
  
  Guardian is sad to hear our customer has had a trying time these last twelve months, as have many individuals and businesses who are still trying to recover from the effects of the pandemic. Our research found our customer received an extensive installation at no charge in exchange for the 60-month monitoring committee when she initialed acceptance of the Monthly Fee and the Term and Automatic Renewal clause and signed the Monitoring Agreement. The records show the Customer received a new 2GIG Control Panel, 3 new door sensors, 7 new window sensors, 1 new glass break detector and 3 new keyfobs. She also has video doorbell and light connected to her system.
  
  To date, the discounts provided at the time of sale and installation have not been fully recovered. While our customer’s system was installed October 2, 2020, our customer has only made payments for approximately 24 months of service.  Of the payments made to date, only a portion of our customer’s monthly fees are earmarked for recovery of the discounts.  A portion of the monthly fee covers the cost of the dedicated cellular phone line their system has to communicate with Guardian’s Monitoring center, a portion is paid to Alarm.com which powers the Guardian app, and a portion covers expenses related to providing customer service and 24/7 monitoring of their security system.  The value of the unpaid 36-months remaining on our customer’s term is $2,231.64.  Per our customer’s agreement, the Early Termination Fee is $1,250.00, significantly less than the value the remaining months of her term. Guardian, respectfully, is unable to reduce the Early Termination Fee.
  We wish our customer the best moving forward and encourage her to utilize the system daily. Thank you for informing Guardian of this matter and the opportunity for further account review and response to the complaint. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 01/24/2023

  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:01/18/2023

  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.

  In December 2021, my wife and I were in the process of purchasing a home with ****** ***** ***** ** ********* *** As part of the process they connected us with their vendor Guardian Protection to add security features to our home. We spoke with a representative on 1/17/2022 about services and placed an order. In April 2022, I lost my job thus making us ineligible for a home loan at which point we notified ****** ***** that we would not be continuing with the home purchase. Not only did ****** ***** refuse do give us our earnest payment of $3000 back, I also recently received an invoice from Guardian for $1147.45 for installation services for a home we never purchased or move into. We were never called to verify the installation date, nor did we sign anything authorizing the work to be done. I am not being threatened that if I do not pay this invoice that it will be reported to the credit agencies and my credit being affected. I do not have possession of any of the equipment installed at this house nor did I authorize the installation to be completed. They obviously have my name, email, and phone number so someone should have called to confirm with me and ****** ***** should have notified them that we were no longer purchasing the home do to us no longer being qualified for the loan.

  

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ***** ***** * ********* ** *******0
  
  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 resolve his issue quickly.    
  
  The complainant advised they were in the process of purchasing a home, with Guardian features, when the purchase of the home was canceled.  He later received a bill from Guardian in the amount of $1,147.45 for installation services in the home they never purchased or moved into.
  
  Guardian started a review of the complainant’s account immediately after he called Guardian on January 17th to discuss the statement he received for $1,147.45.  Guardian found there was an issue with processing the termination of his account in July which resulted in the billing error.  Guardian began the process of reversing the charges on January 18, 2023.
  
  
  Guardian would like to assure the complainant that the charges have been reversed and the account has a balance of $0.00, there will be no future collection activity, and there has been no reporting of any kind to any credit agencies.
  
  Guardian apologies for the error and the stresses it caused.  We wish the complainant the best moving forward.  Thank you for bringing this matter to Guardian’s attention to ensure it was resolved and provide us with an opportunity to confirm in writing that it has been resolved.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:01/12/2023

  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.

  We purchased a home from DR Horton in 2019 and at that time, they were partnered with Guardian Protection for their Smart Home Features. After we moved into our home, a Guardian Tech came to our house to set up the "Smart Hub" and use of the Alarm.com app to control all our our Smart Devices. Of course they gave us their sales pitch for additional security services they offer which we declined. At that time, there was no mention that we would be starting a 3 year trial period for use of the Alarm.com app to control the Smart ZWave devices that we now OWNED and at the termination of that 3 year trial, we would no longer have access to these ZWAVE devices to function as they are designed because they would be locked by the Guardian HUB. I wasn't given any sort of notice that our "courtesy trial period" was due to expire to go over options etc. I only figured out that we were no longer in our trial when we couldn't access the alarm.com app to control our ZWAVE smart devices any more. At that point, I called Guardian to find out what was going on and after spending over 2.5 hours on different occasions, they refuse to send a technician out at no charge to me to disconnect our zwave devices that are our personal property. The only way that they will help is to charge me 120.00 for the 1st half hour and an additional charge for every 15 minutes thereafter to simply give me access back to the devices that they locked unbeknownst to us when they set up our equipment at the beginning of our "trial". Had I know that we would not be able to gain access to the devices we own after this "courtesy trial period" I would have never agreed to allow them to connect them to their useless hub. I have contacted our Builder to discuss my options with them as well. They are no longer partnered with Guardian, probably because of the terrible customer service Guardian provides.

  Customer Answer

  Date: 01/13/2023

  They assured me that a supervisor would call me back today 1/13/2023 to complete the resolution. 
  
  I just spoke with the supervisor named Ken, who was able to re-activate the account for 6 minutes and get the issue resolved. 
  
  Thank you for your assistance in getting this resolved. It's unfortunate it took coming to the BBB to get a resolution. 

  Sincerely,
  ******* ***** 

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have to move and have an on going contract. I have to move at 69 because of my health and they told me that I couldn't take the service because they no longer support this area. I have to pay a cancellation fee even though I wanted to carry the service to my apartment complex where I am moving. This is crazy because the charge is around $800.00. ******* * ******** ** **** *** ********** ** ******** ****** ** ***** ************

  

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  
  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 any concern.    
  
  Our customer has states he has to move for health reasons and is upset Guardian isn’t able to relocate his service in his current area.  He is upset with the Early Termination Fee, which is $750.00. 
  
  Our customer received an installation of a security system with a smoke detector, a video doorbell, and an outdoor camera at no charge in exchange for his 60-month monitoring commitment at his current home.  While Guardian has put several options in place to try to assist our customers who move, Guardian 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 transferring the service to a new owner.
  
  Guardian recoups the cost of free and discounted installations items over the course of a customer’s monitoring agreement.  At this juncture, Guardian has not yet recovered its investment and is unable to waive the $750.00 Early Termination Fee.  We urge our customer to keep this settlement fee in mind when accepting offers on his property
  
  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 Team

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To the best of my recollection, a representative from Guardian Protection came to.my and offered to replace my existing home security protection with Alder security. The representative assured me that Alder would be notified that Guardian was now providing a security system in my home. This wax not done and for some time, as a result, negligence resulted in my paying for 2 security systems.This only to my attention within the last month when an Alder technician came to my home and informed the equipment he was there to update belonged to another company! I was continuing to pay Guardian but had been informed by the technician that my account with Alder was paid in full!

  

  Business Response

  Date: 12/16/2022

  December 16. 2021
  
  
  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 any concern.    
  
  Our customer states he was told at the time of sale that Alder Security would be notified that Guardian was now providing a system and monitoring services in his home and that he was still making payments to Alder Security.
  
  A review of our customers account revealed his security system was sold and installed by AMP Security (AMP) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with AMP.  AMP 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 AMP, and later purchased our customer’s account from AMP. Guardian did not control any day-to-day business activities or internal policies or procedures of Ranger, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business.
  
  Guardian was sorry to learn there was a miscommunication between AMP’s sales representative and our customer.  Due to the liability in this industry, most monitoring companies will only cancel and account when the request is made by the verified owner of the account. 
  
  A Guardian representative tried reaching our customer by phone but was unsuccessful. She left a detailed voice message regarding his Guardian account.  If he hasn’t already done so, our customer needs to contact Alder Security and personally request the cancelation of his account with them.  Guardian would also like to note we found a past due bill for an upgrade performed some time ago and have credited the amount bringing our customer’s balance to $0.00.
  
  Thank you for informing Guardian of our customer’s correspondences.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is so very deceptive. I signed up through AAA and had equipment installed. Every couple of weeks the doorbell camera would stop working and I would have to fight to get it replaced. Each tech would blame the other for terrible workmanship and the last tech advised I needed to have an electrician come out. I paid money out of pocket to do so and the electrician did what the tech advised, which still did not solve the problem. After the 4th replacement AAA refused to assist me as they had sold the contract to Guardian. Guardian finally sent a tech out and said it needed to be replaced, and I would have to pay for it. I have gone back and forth for two years between both companies, spent hours on the phone, talked to some very helpful reps, and some very awful reps. I still don’t have a working doorbell camera and to cancel my contract they want $1500! So it’s either pay tons of money for faulty equipment that they install, or pay tons of money to get out of a contract. Someone tried to get into my house in October and I can’t even offer the police a picture as my camera doesn’t work, mind you I pay for services and equipment rental every month. Thankfully I have a large dog that scared the intruder away. I’m so stressed out and disgusted with this company, I just want out! I can’t even think about this system without getting angry and having my blood pressure sky rocket. Home security is supposed to be easy and leave you with peace of mind, not THIS!

  

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
  
  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 any concern.    
  
  Our customer has expressed dissatisfaction with the performance of her. She stated it stopped working every couple of weeks, she had multiple service calls and had an electrician out as suggested, but it did not solve the problem. Our customer states her sales company, AAA, refused to service it after replacing it four times.  She states she still doesn’t have a working doorbell and is unhappy with the payment needed to cancel her account/agreement.
  
  For background, our customer’s security system was sold and installed by AAA Home Security (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. 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 purchased our customer’s account from AAA approximately a year after the system installation, later causing some confusion as to which company should service her doorbell during the transition of account ownership.
  
  Guardian is sorry to hear our customer has had a poor experience with her video doorbell.  Guardian performed several reviews of her account and service history before and after speaking with her about her BBB complaint and video doorbell issues. 
  
  Our customer’s security system, including the video doorbell, was installed by AAA on May 7, 2021. The Video Doorbell is currently out of warranty and no longer covered by her repair plan.  Guardian’s records show following: 
  
  ** 05/29/2021 Our customer with a video doorbell issue. A representative successfully assisted with bringing her video doorbell online after possibly being kicked of line when our customer was setting up their Amazon Alexa service.
  
  ** 7/11/2021Our customer called and reported her video doorbell was making a strange sound. A Guardian representative helped her reboot the device and it began working normally.
  
  **  2/24/2022Our customer called due to an issue with her video doorbell. It appeared the video doorbell was not receiving power. Our customer declined a service call because she did not wish to pay the service co-pay in place at the time. Our customer wanted to discuss the terms of her agreement and possibly terminating it early. Guardian forwarded a request to AAA to contact the customer as AAA still had ownership of her account. AAA reported back to Guardian that they confirmed the terms of the agreement. AAA also scheduled one of their technicians to service the video doorbell on 3/5/2022.AAA reports the technician took the doorbell down then reattached it and it began working properly.
  
  **  6/23/2022Our customer called because her video doorbell was not working again and she believed it was not getting power. A Guardian representative offered service at billable rates since the video doorbell was out of warranty. He also advised if the issue is a power issue, she needed to contact an electrician to check the wiring and circuit (the video doorbell replaces the customer’s standard doorbell button and uses the existing doorbell wiring).He told the customer AAA may be willing to assist her since they had been out there in March, but they may transfer her back to Guardian as Guardian now had ownership of her account.
  
  ** Guardian learned recently that AAA had sent a technician on site on 6/29/2022, at no charge, and he found the voltage of our customer’s doorbell wire fluctuating wildly.  The technician advised our customer she needed an electrician to check her wiring.  The customer insisted the issue was with the video doorbell so AAA replaced the video doorbell again but informed her it would not fix the problem.  
  
  **  10/26/2022 Our customer called for technical support for her video doorbell. The representative found the video doorbell was stuck in a reboot mode. Our customer refused to troubleshoot or pay for a technician to service the video doorbell. She advised she would call AAA for assistance.
  
  It is Guardian’s opinion that our customer has had an issue with her doorbell wiring from the beginning and it may have worsened with time.  Voltage fluctuations, high and low, could easily cause the issues our customer experienced, and most likely damaged the video doorbells.  Our customer reported she did finally have an electrician out to check and repair the wiring, but it’s possible the video doorbell was already damaged. The video doorbell had a 90-day limited warranty which has expired.  The limited warranty would not have covered repairs or replacement resulting from voltage drops and spikes from our customer’s electrical wiring.
  
  Guardian nonetheless has offered to provide our customer with a 50% discount to install a new video doorbell, hardwired or wireless, or to cancel the video doorbell service and reduce her monthly fee by $5.00 for the duration of her current monitoring term.  Our customer has indicated she is not satisfied with either of these offers. Guardian will extend these offers for 30 days from the date of this correspondence should the customer reconsider.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with Guardian Protection. It is for 5 years and I have 23 months left. My job is moving me to another state, AZ. I called Guardian and they said they do not provide service in AZ. So I will have to have the new owners of the house take over, or pay an early termination fee of 1200 and some dollars. This is mind blowing. I am not given an option to continue service because of their lack of service ability, and yet they still expect me to pay the contract in full. This is one of the worst businesses I have ever had to deal with.

  

  Business Response

  Date: 12/08/2022

  December 8, 2022
  
  
  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 any concern.    
  
  Our customer has stated he is in a five (5) year contract with Guardian, his job is moving him to another state where Guardian does not provide service and is unhappy with the Early Termination Fee noted in his agreement.  Our customer would like to pay just $100.00 to settle his account should the buyers of his current home not sign up for monitoring services with Guardian.
  
  For background, our customer’s security system was sold and installed by Core Smart Protection, LLC (Core Smart) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with Core Smart.  Our customer received a professional installation of a security system with video doorbell, smart door lock and smart lights at absolutely no cost to him in exchange for his monitoring commitment.  The value of the installation was approximate $2000.00.
  
  After a year of service with the customer, Guardian purchased our customer’s account from Core Smart for a considerable sum of money.  The purchase price was based on the 60-month monitoring term and monthly fee of $49.99 that are a part of his agreement.  Guardian’s investment in his account has not yet been recouped.
  
  Guardian is a customer-centric organization that has put several options in place to assist our customers who move.  Guardian offers to relocate services to a new residence when possible, or to waive the balance of a customer’s agreement term if the new owner subscribes to monitoring services with Guardian.  These alternatives to payment of their Early Termination Fee, or paying off the value of the remaining months, are not referenced or guaranteed in any agreement. 
  
  A Guardian representative has spoken with  our customer.  Based on the nature of our customer’s employment and relocation, Guardian has offered to accept a payment of $600.00 to settle the twenty-two (22) unpaid months remaining on his monitoring term. 
  
  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 Team

  Customer Answer

  Date: 12/14/2022

  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.

  Guardian does NOT provide service in my area in Arizona. I supplied a photo of my new gas bill here in Arizona. I was told when I purchased the system that when I moved, it would move with me. Guardian can not supply service here and is in breach of contract. I will not pay for service they can not provide. 

  Guardian claims to be all about the customer, but I do not see that in any case. Nor will others who see this scenario. I have agreed to pay a reasonable fee of 100 dollars. This is Guardians fault, not mine. I should not have to pay anything. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  **** *****

  

  Business Response

  Date: 12/16/2022

  December 16, 2022
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  ***      **** ***** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding our customer’s additional comments regarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian appreciates the opportunity to respond to our customer’s statements in his most recent correspondence.
  
  Our customer states he moved to Arizona and Guardian does not provide service in Arizona.  He further states he was advised at the time of sale that when he moved, it would move with him. Our customer believes Guardian is in breach of contract. His response states he will not pay for service Guardian cannot provide and offered to settle his account for $100.00.
  
  Our customer signed agreements for the installation and monitoring of a security system in his Indiana home.  When doing so, our customer made a commitment to monitoring at that home in exchange for a discounted installation.  The agreements (attached) were reviewed in detail.  Neither the agreement language nor the special conditions contain any reference to relocating service.  Neither Core Smart nor Guardian guarantee the availability of the options to relocate service or be released from their agreement if a buyer of their monitored home subscribes with Guardian, therefore there is no breach of contract.
  
  Guardian’s offer to settle the account for $600.00 is unchanged and generous considering the Early Termination Fee is $1,250.00 and the value of the unpaid months on his monitoring term is $1099.78.
  
  Thank you for the opportunity to address our customer’s additional comments. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2001, we notified Guardian Protection we were moving to a new address. We were let out of our control since the people who moved into our house signed up with Guardian for monitoring services. Guardian suggested that we keep making money payments and the sum of those payments would be used towards equipment costs for the new security system in the new house. So far, I think we paid approximately $650. We made the tough decision to no longer use Guardian as their pricing increased dramatically over what we were used to. They are telling me that I can't receive the $650 refund that I kept on my account. They never told me that I wouldn't be allowed to receive the money back. This is absurd. I am not in a contract. I would like to receive the refund of all the monies I paid.

  

  Business Response

  Date: 12/05/2022

  December 5, 2022
  
  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 opportunity to address any concern.    
  
  Our customer has expressed the desire to be released from his current monitoring agreement that is still billing for his former home.  He stated he was released from the agreement when the new owners moved into the home and signed up with Guardian.  Our customer is asking to be refunded for payments made for the continued billing of the agreement because he is not in an agreement.
  
  Guardian is a customer-centric organization that offers a number of programs to assist our customers with early termination in the event they move.  Guardian offers to relocate services to a new premises when possible, to release a customer from their agreement if a buyer subscribes and activates service in their name, and in the worst-case scenario make payment of an Early Termination Fee. 
  
  Upon reviewing the property address of our customer’s former home, we found no new services in effect. We checked all databases and found no record of anyone inquiring about, or signing up for, service at the property after our customer sold the home.  Had the new owner subscribed and activated service at the property, and Guardian continued to bill our customer due to an error, Guardian absolutely would correct the billing error and refund the thirteen (13) payments (less the sales tax collected) he made.
  
  Guardian did provide our customer with some quotes for relocating his service, and also offered to apply his 13 payments in question to the new installation, but he has declined.  This leaves our customer with the option to continue payments monthly until the remaining twenty-six (26) months of his agreement  term are paid, or to pay his $750.00 Early Termination Fee. Guardian has generously agreed to treating the 13 payments he made as installments to the $750.00 Early Termination Fee.  To date our customer has paid $577.72 in monitoring fees after he sold the property.  Guardian has offered to accept one final payment (installment) in the amount of $172.28 to pay off the Early Termination Fee and fully settle his account.  Our customer is currently considering this offer.
  
  Thank you for advising Guardian of this matter and the opportunity to provide additional assistance to our customer.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team